Experienced Customer Service Representative - Member Services for FTD, a Global Premier Floral Gifting Company (Fully Remote)

Join FTD, a Pioneer in Floral Gifting, and Shape the Future of Customer Experience

For over 110 years, FTD has been a leader in the floral gifting industry, helping people give with meaning for life's most important occasions through fresh florals, plants, and gifts. As a global premier floral gifting company, FTD is committed to delivering the best gifting experience online by processing millions of orders a year, enabling small businesses to win big in the ecommerce space. We're made up of a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver. By consistently testing, implementing, and celebrating new ideas, we're committed to growing your career from within.

We're now seeking an experienced and skilled Customer Service Representative to join our Member Services team as a fully remote role. As a Member Services - Customer Service Representative, you will play a critical role in providing exceptional customer service to our Member Florists, responding to their inquiries, and resolving any issues they may have. If you're a customer-focused individual with excellent communication skills, a passion for delivering exceptional service, and the ability to work independently in a remote setting, we encourage you to apply.

Key Responsibilities

• Respond to questions regarding member statements and florist order disputes via email and phone as appropriate, providing timely and effective resolutions.
• Professionally respond to incoming customer calls and emails, ensuring that all interactions are courteous, helpful, and meet the company's customer service standards.
• Process requests using internal computer applications, verifying and validating all information provided by the member prior to submission.
• Accurately document all calls in the 360 application, maintaining detailed records of customer interactions.
• Consistently achieve key indicators and performance standards as defined by management, striving for excellence in customer service delivery.
• Provide customers with quality service by following defined company policies, processes, and procedures, staying up-to-date on any changes or updates.
• Read and retain information from departmental memorandums, websites, and training materials to effectively service customers and stay informed about company products and services.
• Participate in ongoing on-the-job training, including one-on-one sessions with members of management and peer coaching, to continually improve skills and knowledge.
• Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing business requirements.

Essential Qualifications

To be successful in this role, you will need:

• A high school diploma or general equivalency diploma; or equivalent combination of education and experience.
• Inbound call center experience, preferably in a customer service or related field.
• Proficiency in Microsoft Office and Internet navigation, with the ability to learn new software applications as needed.
• Clear problem-solving skills and the ability to make quick decisions, with a focus on resolving customer issues efficiently.
• Excellent communication skills, both written and oral, with the ability to effectively interact with customers, colleagues, and management.
• Excellent grammar skills, with a strong command of language and attention to detail.
• A clear speaking voice, with good listening skills and the ability to communicate effectively over the phone.
• Good typing/keyboarding skills, with the ability to use a computer and keyboard for extended periods.
• The ability to handle pressure professionally, exhibiting a calm disposition and composure in challenging situations.
• The ability to show empathy and be persuasive, with a customer-centric approach to service delivery.
• The ability to control the call, guiding conversations effectively and resolving issues efficiently.
• Good follow-up skills, with a focus on ensuring that customer issues are fully resolved and that follow-up actions are taken as needed.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Previous experience in a customer service or related field, particularly in the floral or gift industry.
• A proven track record of delivering exceptional customer service, with a strong understanding of customer needs and expectations.
• Experience working in a remote or work-from-home environment, with the ability to stay motivated and focused in a self-directed setting.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and management.
• Excellent problem-solving and analytical skills, with the ability to resolve customer issues efficiently and effectively.
• A customer-centric approach to service delivery, with a focus on meeting customer needs and exceeding their expectations.
• The ability to work independently in a remote setting, with a high degree of self-motivation and discipline.
• Flexibility and adaptability, with the ability to adjust to changing business requirements and priorities.
• A commitment to ongoing learning and professional development, with a desire to continually improve skills and knowledge.

Career Growth Opportunities and Learning Benefits

At FTD, we're committed to growing your career from within. As a Member Services - Customer Service Representative, you will have opportunities to develop your skills and advance your career through:

• Ongoing training and development programs, designed to enhance your knowledge and skills in customer service and related areas.
• Opportunities for career advancement, with a clear path for progression within the company.
• A collaborative and supportive work environment, where you'll have the chance to work with experienced professionals and learn from their expertise.

Work Environment and Company Culture

As a fully remote role, you will have the flexibility to work from anywhere, at any time, as long as you have a stable internet connection. Our company culture is built on a foundation of openness, inclusivity, and respect, with a focus on delivering exceptional customer service and driving business success. We're a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A dependable salary, with opportunities for growth and advancement.
• A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans.
• Opportunities for professional development and career advancement, with a focus on growing your career from within.
• A flexible and remote work environment, allowing you to work from anywhere and maintain a healthy work-life balance.

Join Our Team!

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Member Services - Customer Service Representative, you will play a critical role in shaping the future of customer experience at FTD. Don't miss this chance to join our team and be part of a dynamic and growing company. Apply now and take the first step towards a rewarding and challenging career!

Apply Now