Customer Care Associate

Portland, OR, United States

** Customer Care Associate**

Company: Fully Location: Portland, OR Type: Full-time Description: Were looking for a **Customer Care Associate** to work in our offices in Portland, Oregon. While our employees are currently working remotely, we plan to return to the offices in the near future and will then require new Customer Care Associates to work out of our Portland headquarters.

***Please read this ad thoroughly (and all the way to the end) and know we do not accept resumes without the accompaniment of a cover letter.* *We want to get to know you a bit, so help us out!***

Fully makes and sells office furniture that is beautiful, well-built, and designed to create a healthy, supportive workplace where everyone can feel and do their best. Its our mission to help people find balance through movement and connection, and we embody that in how we work. Were proud to be a unique and diverse team; a quirky collection of creatives, nerds, yogis, dancers, foodies, climbers, cyclists, and movement fanatics. Were committed to cultivating an environment where our team members can come as they are.

Our employee culture is built on compassion, respect, and the principles of diversity, equity, and inclusion. We believe that honoring each individuals talents, gifts, and voice not only makes us a stronger team but enriches the wider world. While we acknowledge that this is a process of ongoing learning, we recognize that we as a company are charged with the important work of continuously developing and adopting tangible and sustainable practices that are rooted in our values of compassion, integrity, and collaboration.

We hire people we believe in and who are equally passionate about engaging in a progressive and active workplace. We are constantly moving, learning, and evolving both personally and professionally.

Ultimately, we believe life is too short not to love where you work.

**A Little About You:**

We arent looking for an ergonomics or sales expert, but rather for someone to help tell our story to folks who are interested in incorporating our kinds of products into their lives. We specialize in things like sit-stand desks, active sitting solutions, and other awesome tools to help people work and feel better. Someone who is interested in wellness, either professionally or personally, would be a great fit for this role.

**Job Description:**

This role requires you to jump in and feel comfortable working with people via email and phone. Customer service is at the heart of our business. Active listening, problem-solving, and the ability to work independently are critical skills for everyone in the company, but especially for the customer service team. Our days are varied but always busy; flexibility and focus are essential.

**Essential Duties and Responsibilities:**

* Provide consistent quality support services to customers via phone, email, and chat.

* Effectively respond to a high volume of incoming calls with compassion, professionalism, and a focus on providing the best possible customer experience.

* Effectively respond to a high volume of e-mail inquiries with thorough and thoughtful responses that effectively communicate key information to customers.

* Maintain detailed and organized records of interactions with customers using multiple applications and databases.

* Seek out detailed product information, and present that information to customers in a manner that is clear and understandable.

* Assist customers by troubleshooting technical issues, and escalating the customers issues to the Warranty team as necessary.

* Walk clients through the product assembly process, and provide direction on use of our products, and reach out to product experts for additional resources if further information is needed to assist the customer.

* Evaluate resources in order to fulfill special requests or requirements for customers in the pursuit of exceptional customer service experiences.

* De-escalate customer complaints and conflicts, providing compassion and appropriate solutions and alternatives, with only occasional intervention from supervisory roles.

* Develop a robust knowledge of existing products, and proactively engage in learning about new product knowledge and processes, leveraging the resources at their disposal.

**Skills and Qualifications:**

* Strong communication skills, with the ability to utilize written and verbal communication methods for clear and compassionate customer interactions.

* Ability to work in a fast-paced, self-directed environment.

* Strong attention to detail, with the ability to maintain clear and accurate records.

* Strong time management skills.

* Ability to make decisions, resolve problems, and think creatively.

* Ability to manage multiple tasks, expectations, and timelines, effectively.

**Department:** Customer Care

**Reports to:** Customer Care Manager

**Hours:** 40 hours per week - 8:30am - 5:00pm, Monday - Friday

**Compensation:** This position starts at $17.75/hour with room for growth.

**Benefits & Perks:**

Fully offers an expansive package of employee benefits including Voluntary medical, dental, and vision insurance coverages, voluntary life insurance options, employer-sponsored short-term, and long-term disability coverage, and a 401(k) retirement plan offering with an employer matching program.

We believe that offering paid time off is an essential part of supporting our teams wellbeing, and as such we offer 3 weeks (120 hours) of Vacation to start, 1 week (40 hours) of Sick leave, 4 weeks (160 hours) of Parental Leave, 2 weeks (80 hours) for Community Volunteering, and 8 paid holidays per year.

In addition to our insurance benefits and paid time off, we also offer a monthly Wellness reimbursement allowance, alternative commuting incentives, weekly personal training and yoga classes, and a customizable Fully desk to set you up with a home office as comfortable and supportive as our SE Portland office spaces.

**How to apply:** If you are buzzing with excitement that you might be our new Customer Care Associate and you have the skills and experience to back it up, kindly send your resume and cover letter. *Please include in your cover letter what equity, diversity, and inclusion mean to you. We want to be sure you read the entire ad and also, EDI is a core value here at Fully.*

***MillerKnoll, Fully's parent company, is a federal contractor and is subject to the requirements of Executive Order 14042. As such, we are requiring all of our U.S.-based employees to be fully vaccinated against COVID-19 by December 8, 2021.***

*No recruiters, emails, phone calls, or drop-ins, please.

Customer Care Associate

Fully

Portland, OR

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