B2C Call Representative

·       Deliver a "White Glove" Customer Experience by providing highly personalized, professional, and proactive customer care.

·       Engage with customers authentically to understand their needs, offer tailored solutions, and ensure satisfaction.

·       Sell and describe products and services in a way that prioritizes customer education and enhances their buying experience.

·       Upselling and cross-selling to help customers discover new products that align with their preferences.

·       Act as a trusted expert by providing accurate and helpful information to both customers and the management team.

·       Maintain detailed records of customer interactions, orders, and feedback using Salesforce and daily reporting.

·       Efficiently handle and resolve customer concerns, ensuring a swift, thoughtful, and professional resolution.

·       Communicate professionally and empathetically in all interactions, both verbal and written.

·       Represent the company with excellence, ensuring every interaction reinforces our commitment to quality service.

·       Act as a brand ambassador, possessing in-depth knowledge of JR Cigars, Serious Cigars/Casa de Montecristo, and Cigars.com to provide the best recommendations.

·       Be a proactive problem solver by identifying potential customer issues and escalating priority concerns as needed.

·       Collaborate with the team, contributing to shared goals and continuously improving the customer experience.

·       Ensure compliance with company policies while prioritizing the customer’s best interest.

·       Other duties as assigned.

• EDUCATION/CERTIFICATION: Degree or high school diploma from an accredited institution
• PREFERRED KNOWLEDGE:
• Outbound Sales Practices
• Understanding of specialty goods distribution.
• Complete understanding of Company products and services.
• General cigar knowledge is a plus.
• EXPERIENCE REQUIRED:
• Six months to One Year
• SKILLS/ABILITIES:
• Exceptional customer service skills with a natural ability to build rapport and trust.
• Experience using Salesforce; familiarity with AS400 is a plus.
• Ability to engage in warm-calling and follow up with previous customers to ensure continued satisfaction.
• Strong communication skills, ensuring interactions are professional, engaging, and solution-oriented.
• Comfortable working in a fast-paced environment while handling multiple customers and tasks.
• Positive and enthusiastic attitude with a passion for creating outstanding customer experiences.
• Problem-solving skills with a proactive approach to handling customer concerns.
• Self-motivated and goal-driven with a strong desire to succeed in both customer satisfaction and sales.
• Basic math skills, including understanding of percentages and discounts.