Customer Service Representative in Honolulu, Hawaii at Honolulu Cookie Company

SUMMARY: The Customer Service Representative delivers consistent, high-quality customer support across all company channels in a call center and will-call environment.

DUTIES AND RESPONSIBILITIES:

• Adheres to and exemplifies behaviors aligned with company core values:
  • We work with Passion & Purpose (Ho’ohana)
  • We Choose to Do What is Right (Pono)
  • We Work Together (Laulima)
  • We Care (Mālama)
  • We Take Ownership & Responsibility (Kuleana)
• Answers inbound calls, emails, and other inquiries to place orders, provide information, and resolve issues in a timely and professional manner
• Accurately processes customer orders using integrated customer service systems
• Maintains a thorough understanding of company products, offerings, promotions, policies, and procedures to effectively support customer needs
• Assists customers with website navigation, online ordering, account questions, and troubleshooting technical issues
• Serves as first point of contact for customer inquiries and escalates appropriately using complaint workflow
• Assist customers at the will call window by verifying their order information and retrieving the correct order for pick up. Obtain customer’s signature to confirm receipt of the order and ensure accurate documentation.
• Coordinates closely with internal teams to resolve customer issues and ensure consistent service delivery
• Follows Customer Service standard operating procedures to meet established performance and service standards
• Documents customer interactions, actions taken, and resolutions accurately and thoroughly in customer service systems
• Identifies customer needs and suggests appropriate products or solutions to enhance customer experience and support sales opportunities
• Performs all other duties as assigned

SKILLS:

• Effective written and verbal communication skills with the ability to clearly, professionally, and courteously assist customers
• Strong listening skills and attention to detail to accurately understand customer needs and provide appropriate solutions
• Ability to quickly learn, adapt to, and work efficiently within customer service systems, order processing platforms, and internal tools
• Comfort navigating multiple systems and screens while maintaining accuracy and responsiveness
• Ability to remain focused, organized, and productive
• Capability to handle increased call volume while maintaining service quality and professionalism
• Strong time-management skills with the ability to adjust pace based on workload and business needs
• Basic computer proficiency with accurate data entry skills

EDUCATION/EXPERIENCE:

• High school diploma or equivalent, AA preferred
• 2-3 Years previous Customer Service experience required
• Call Center Experience preferred

PHYSICAL DEMANDS:

• Able to sit or stand and walk throughout the scheduled work shift
• Able to lift and/or move up to 25lbs