minted - Customer Service Representative

• Respond to calls, emails, and live chats from customers in accordance with our policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace • Provide customers with support about Minted products and promotions, as well as general order information; provide assistance with processing orders and customizing designs • Identify and escalate priority issues that need immediate attention • Document customer interactions thoroughly and accurately in our CRM, while following departmental policies • Use support tools & training, including our knowledge base, to respond to inquiries and ensure our customers’ satisfaction and a high-quality service experience • Identify opportunities for improving the customer experience and share those with Customer Service leadership • Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs • Able to positively and efficiently resolve customer concerns and prioritize multiple tasks in a fast-paced, high-volume environment • Able to take direction and quickly learn new procedures, processes, and products • Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals • Comfortable using technology; familiarity and experience with eCommerce a plus • Able to reliably meet a required flexible/variable hour work schedule, including weekends, based on business needs, and adhere to the company attendance policy