About the Role

Total Wine & More is seeking a Customer Care Associate to join our Customer Care Center team. You will work with our guests and store teams by phone, email, live chat, and social media to provide first contact resolution. You will be passionate about delivering exceptional customer experience. If you have a sense of empathy when engaging with people along with the ability to manage multiple, concurrent issues while working collaboratively with other departments, this would be a great role for you. This role reports to the Customer Call Center Supervisor.

This position requires working nights and weekends with an expected average of 30+ hours a week. This role is approved for applicants whose primary residency is in MD, VA, DC, FL, NV, or TX.

You will

• Work with customers to resolve issues on the first interaction and follow-up with those requiring additional information  
• Partner with other teams to gather information for customers and projects 
• Work with customers to identify products and quantities to make their events a memorable experience 
• Build relationships with customers by providing positive and informative experience 
• Use internal tools and systems to manage a productive workflow 
• Partner with customers through their preferred method i.e. phone, email, chat, or social media 
• Build lasting relationships with store teams by supporting them through phone and email for web orders and guest relations 
• Document all communications with customers to promote consistent experience across all touch points 

You will come with

• Must be 21 years of age or older
• This is a temporary full-time position (30+ hours per week) and may require evenings (until 12 AM EST) and weekend work
• Opportunity to work overtime as needed
• Flexible schedule required
• Needs to be able to perform all job responsibilities from home. Job requires high-speed internet
• 2+ years in high-end retail or guest services/restaurants/hotels
• 2+ years in a contact center or guest service environment
• A team player mentality
• Experience developing solutions and solving problems
• Technologically proficient and customer-focused
• Must be punctual with attendance and shift start
• Certificate of training in a customer service program or prior customer service experience desired

Grow with us

Total Wine & More is the country's largest independent retailer of fine wine, beer and spirits, and we continue to grow our footprint year over year. Total Wine offers exciting and unique career opportunities across the country and in our corporate office. Our strength is our people. We have a commitment to training and career growth, all in an environment that values new ideas and teamwork. If you share our entrepreneurial spirit and a passion for providing best-in-class customer experience, take a moment to apply or learn more at www.careers.totalwine.com!    

Total Wine & More considers several factors when establishing compensation. Estimated salaries determined by third parties have not been validated by Total Wine & More. Compensation may vary based on a number of factors including, but not limited to, market location, job-related knowledge, skills and/or experience.

Total Wine & More is an equal opportunity employer and all qualified applicants will receive consideration for employment without discrimination based on race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Total Wine & More makes reasonable accommodations during all aspects of the employment process, including during the interview process. Total Wine & More is a Drug Free Workplace. 

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply

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