• Customer Solutions Team Member

    Requisition ID
    2018-5117
    Requisition Post Information* : Post End Date
    Full-Time
  • Overview

    This position is responsible for providing excellent customer service and sales support for stores, in-store customers, and online customers resolving all customer service issues to satisfactory resolution.  This includes addressing questions related to store policy/procedure/operation, online order status, merchandise features & use, and uncovering customer needs to facilitate online customer upsell.  The team member engages every Tractor Supply Company customer via phone, email, website, mail, social media, or other communication venues.

    Responsibilities

    • Answer, log, and resolve all customer comments, inquiries, and concerns.
    • Complete online sales, upsell, and resolve all online order issues/inquiries with customers calling into the Solutions Center.
    • Follows through with any research or additional contact to ensure customer complaint or query is resolved.
    • Partners with the Store or District Manager to ensure resolution to customer comments as needed.
    • Provides product information and project information for how-to customers, which could include recommending products to purchase and/or their effective use.
    • Professionally represents Tractor Supply Company and the Brand in each and every customer engagement.

    Qualifications

    High school education or equivalent. A college degree is helpful. Any suitable combination of education and experience will be considered; store operations, retail, and customer service experience preferred.

     

    Essential Skills:

    • Must possess basic computer skills.
    • Must possess strong communication (verbal, listening, and written) and interpersonal skills.
    • Must have knowledge of customer service standards and procedures.
    • Must have the ability to work as a part of an operations team focused on servicing our customers and improving the efficiency of all operations functions as well as ability to work independently.
    • Must have ability to handle conflict positively.
    • Must demonstrate strong problem solving and multi-tasking skills and work in a fast paced environment.
    • Must have ability to work some nights and weekends.
    • Experience in Microsoft Word, Microsoft Excel, and call logging systems is helpful.
    • Experience in a customer service-focused call center helpful.

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