The Brand Ambassador is responsible for assisting VIPdesk’s client’s customers via phone. The Brand Ambassador will help customers by answering questions about products and their availability, executing transactions promptly, advertising sales and promotions, and providing information on additional products or services that may be of interest to the customer. The Brand Ambassador will use a variety of resources and information to assist customers in a prompt, professional, and concise manner.

This is a Seasonal (temporary) position. Brand Ambassadors will work 25-40 hours a week. Weekend and holiday work is required.

Essential Duties and Responsibilities include the following. Other responsibilities may be assigned.

• Handles customer requests on behalf of VIPdesk’s client, Eddie Bauer, from home office via phone, email, and/or chat.
• Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
• Provides assistance to customers on site navigation, client policies, product information and all questions related to the client’s product and sales.
• Meets client sales target by utilizing upselling and cross-selling techniques.
• Offers credit cards and other loyalty programs on behalf of Eddie Bauer.
• Uses Eddie Bauer ordering system to process orders in an efficient manner.
• Represents client in a professional, courteous manner.
• Attends meetings and trainings as required to obtain new and pertinent information about the client and their products and services.
• Applies high quality customer service guidelines while servicing customers.
• Applies client and VIPdesk policies as applicable whenever interacting with customers.
• Meet or exceed all program metrics as outlined in training and manuals (e.g., attendance, quality, sales, etc.).
• Other duties as assigned.

Job Requirements:

• Able to sit in a confined position for 95% of each scheduled shift,
• Keys data into the computer system and views a computer screen repetitively.
• Due to the home-based nature of this job, the Brand Ambassadors is required to have a home-office environment, phone line, internet connection, and a computer system that meets VIPdesk policies and maintenance requirements, including system upgrades as applicable, which may change over time.

Qualifications:

• High-school diploma or equivalent required. Some college preferred.
• 1+ years related customer service experience.
• Sales experience required.
• Able to thrive in a performance-based environment and motivated by sales goals and incentives.
• Excellent verbal and written communication skills.
• Strong computer and internet skills.  Able to learn quickly in a technical environment.
• Working knowledge of Microsoft Office programs.
• Able to type at least 35 words per minute.
• Knowledge of credit card policies and procedures, and related experience in a call center is a plus.
• Polite, friendly and knowledgeable phone demeanor.
• Highly adaptable, self-motivated and self-disciplined.
• Able to learn and work independently as well as in a team environment.
• Detail oriented with focus on quality and accuracy, ability to multitask, strong sense of urgency and commitment to excellence.
• Able to work weekend and holiday hours.
• Able to successfully pass a credit, criminal and employment reference security check.
• Able to provide a work at home environment that is ergonomically sound, conducive to taking customer calls, quiet and free from distraction;
• Able to supply a computer, internet, and telephone and service that meets the current minimum requirements.

Compensation:

• Training/Meeting/Other Rate – Federal or State minimum wage, whichever is higher
• Bonuses based on talk time
• Total compensation averaging $10.00-11.50/hr

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