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Mars Customer Service Representative - Henderson, NV in Henderson, Nevada

Customer Service Representative

This role serves as the first point of contact for our customer service team, as well as our Virtual Experience and VIP guests, responsible for providing Ethel M Chocolates web ordering, event scheduling, shipment planning, and customer service satisfaction under the direct supervision of the Customer Service Lead. The Customer Service Representative is an extension of the Ethel M Chocolates brand and guest experience. It is their responsibility to deliver quick and thorough resolutions to each customer inquiry, while maintaining a high level of attentiveness and positivity with the customer.

What are we looking for?

• Experience with Outlook, Powerpoint, Zoom, Teams, and Excel

• Experience with guests in a service-oriented environment

• High School diploma or equivalent

• Must have excellent written and verbal communication

• Must be able to stand for more than 90% of an 8 hour shift

• Able to lift 25lbs

What would your key responsibilities?

• Work directly with Virtual Experience requestors and VIP customers to ensure quality, timeline, and effective service to meet their needs.

• Capture urgent issues and gaps in our process and escalate them daily using the escalation process

• Resolve issues while projecting and maintaining a professional customer service attitude

• Work closely with the Customer Service Lead to escalate cases and sufficiently address customer needs

• Demonstrate customer understanding through resolution ownership and anticipating needs

• Develop and maintain working knowledge of guidelines, program procedures and systems

• Support continuous improvement projects to support the customer experience of the brand

What can you expect from Mars?

• The opportunity to learn and develop, taking charge of your own career across Mars

• An industry competitive salary and great benefits package

• The chance to work cross functionally, and add value and impact to the business

If you are passionate, a great problem solver, resilient and have a high drive for results, then we want to hear from you!

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