Customer Care Representative
Hallmark Labs is a subsidiary of Hallmark Cards, Inc based in Santa Monica, California.
We currently operate two digital subscription services, Hallmark Movies Now and
Hallmark eCards, as well as ongoing initiatives in personalized, print-on-demand
greeting cards. We are a diverse team of innovators, creators and influencers
leveraging Hallmark’s deep experience in creating meaningful connections and
progressing it into the digital age with cutting-edge technology.
Are you great at what you do and passionate about your work? Are you honest and
accountable?
Are you a self- motivated, go-getter that likes to have fun?
If so, you are in the right place.
reqid: 35649
Customer Care Representative
Hallmark Labs' Customer Care is a team of dedicated professionals who are passionate about providing Best in Class support to customers of our direct to consumer web and mobile products, including Hallmark Movies Now. We're looking to add a Customer Care Representative to the team based in our Santa Monica offices.
This role includes the following responsibilities:
- Deliver service and support to customers while using automated call distribution phone software or email
- Provide solutions to customers by identifying problems, researching answers, guiding customers through corrective steps
- Process information in response to customer inquiries, concerns, and requests about products and services
- Gather customer's information and quickly identify root causes evaluating and analyzing symptoms of an issue
- Diagnose and resolve technical issues such as internet connectivity, browser compatibility and problems with devices
- Identify and escalate priority issues with a sense of urgency
- Accurately process and record transactions using a computer and tracking software- Escalation pathway software, Excel and Google Docs spreadsheets
- Offer alternative solutions where appropriate with the objective of retaining customer's' business
- Stay current with system information, changes and updates
- Keep private consumer and corporate information confidential
- Support sales opportunities by providing information on product capabilities and offerings, pricing, positioning, related merchandise assistance
Who we think would be a fit…
- Superior customer service skills
- Experience with Streaming Video on Demand services
- Proper phone etiquette and exceptional listening skills
- Ability to speak and write clearly and accurately
- Demonstrated proficiency in typing and grammar
- Willingness to co-operate with others and work as a team
- Flexible work schedule
- Detail-oriented, self-starter with outstanding follow-through skills
- Strong problem-solving and troubleshooting skills
- Ability to perform in a fast-paced start-up environment
- Must be willing to work all shifts,weekends, overtime, holidays and emergency shifts as required
Basic Qualifications:
- High School Diploma or GED or equivalent
- 1+ years of customer care experience
Preferred Qualifications:
- Bachelor's degree preferred
- Call center experience is a plus
- Prior experience using Zendesk, Customer Service Ticketing Software
- Prior technical support experience
- A passion for helping people and exceeding their expectations.
- The confidence, job knowledge and ability to utilize available resources to provide excellent member service.
- Ability to succeed in a structured, goal oriented environment.
To be considered for this position you must also show how you meet the Basic Qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. Individual file size attachment limit is 10 MB.
In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference checks.
LIVE WELL:
Excellent medical benefits
401(k) match up to 5%
Life insurance policy for every employee, at no cost
Fitness reimbursement
Cell phone and home internet reimbursement
Carpool and parking pass cash-out program
Generous maternity/paternity leave
Employee assistance programs
REFUEL:
Fully stocked kitchen with fresh fruit and delicious snacks and beverages
Monthly catered lunches
Soft serve machine 24/7
Great eateries close by, oh, and we’re near the beach!
WORK HAPPY:
Massage chairs and bicycles
Onsite free parking
Company events
Flexible PTO
Flexible work hours/work from home
Professional development
Education reimbursement
Hallmark Labs is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please.