Call Center Customer Service Agent

Total Wine & More - Bethesda, MD3.4

Full-timeEstimated: $33,000 - $46,000 a year
Bethesda, MD USA

We're looking for individuals who are passionate about delivering an exceptional customer experience to join our Customer Care Center team! You'll be a part of a team that creates the success of our digital customer experience. We're looking for people who have a passion for learning and are passionate about customers. You will work with our guests and store teams by phone, email, live chat, and social media. A sense of empathy when engaging with guests is a must, along with the ability to manage multiple, concurrent issues, and work collaboratively with other departments. We ask that you work a minimum of 2-3 days a week in the Bethesda office. You will report to the Senior Manager, Customer Care Center. Internally, the title for this role is "Senior Specialist, Customer Care Center".

You will

Work with customers to resolve issues on the first interaction and follow-up with customers who require additional information
Partner with other teams to gather information for customers and projects
Collaborate with customers to identify products and quantities that will make their events a memorable experience
Build relationships with customers by providing a positive and informative experience
Use internal tools and systems to manage a productive work flow
Partner with customers through their preferred method i.e. phone, email, chat, social media
Build lasting relationships with store teams by supporting them through phone and email on web orders and guest relations
Document all communications with customers to promote a consistent experience across all touch points

You will come with

2+ years in high-end retail or guest services/restaurants/hotels
2+ years in a contact center or guest service environment
Desire to learn about wine, beer, and spirits (we provide training and industry recognized certifications e.g. Cicerone, WSET, Sommelier,etc.)
A team player mentality
Ability to develop solutions and solve problems
Technologically proficient and customer-focused
Must be punctual with attendance and shift start
College degree preferred, certificate of training in a customer service program or prior customer service experience desired

PHYSICAL REQUIREMENTS (with or without accommodations):
This position is a full-time (45 hours per week) and may require evenings (until 10 PM EST) and weekend work
Flexibility to cover shifts
We offer

Paid Time Off (PTO)
Generous store discounts
Health care plans (medical, prescription, dental, vision)
401(k), HSA, FSA, Pre-tax commuter benefits
Disability & life insurance coverage
Paid parental leave
College tuition assistance
Career development & product training
Consumer classes
& More!
Grow with us

Total Wine & More is the country’s largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at!

Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.