Full Job Description
Bethesda, MD USA
We're looking for Temporary Work-from-Home Full-Time Team Members who are passionate about delivering exceptional customer experience to join our Customer Care Center team! You will work with our guests and store teams by phone, email, live chat, and social media to provide first contact resolution. If you have a sense of empathy when engaging with people along with the ability to manage multiple, concurrent issues while working collaboratively with other departments, this would be a great role for you. This is a temporary position with the potential to transition to permanent in the future. The home office for this role is based in Bethesda, MD.
Work with customers to resolve issues on the first interaction and follow-up with those requiring additional information
Partner with other teams to gather information for customers and projects
Work with customers to identify products and quantities to 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, or social media
Build lasting relationships with store teams by supporting them through phone and email for web orders and guest relations
Document all communications with customers to promote a consistent experience across all touch points
You will come with
Must be 21 years of age or older
2+ years in high-end retail or guest services/restaurants/hotels
2+ years in a contact center or guest service environment
A team player mentality
Experience developing solutions and solving problems
Technologically proficient and customer-focused
Must be punctual with attendance and shift start
Certificate of training in a customer service program or prior customer service experience desired
Additional Requirements (with or without accommodations)
This is a temporary full-time position (45 hours per week) and may require evenings (until 10 PM EST) and weekend work
Opportunity to work overtime as needed
Flexible schedule required
Needs to be able to perform all job responsibilities from home with future ability to transition into the Bethesda, MD corporate office environment when needed. Job requires high-speed internet.
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
Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More.
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.