Customer Care Specialist

ABOUT TRIBUTE TECHNOLOGY:At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, Ukraine, and India.POSITION SUMMARY:Are you looking for a new and rewarding role within customer services? Are you driven? Self-motivated? A good listener? Comfortable speaking to a variety of people? Enjoy interacting with others in an empathy driven industry?The E-commerce team is looking for enthusiastic candidates who are willing to act as the frontline contact by supporting our various vendor base [i.e., florists, funeral homes] and direct consumers. Support will come in a variety of ways from interacting with people via phone, email, internal ticketing, live chat, and even social media.This position also interacts with several internal business units in Canada and the US who support our B2B relations and other strategic vendors.This is a great opportunity to develop within a diverse, rapidly growing company while working together towards a greater purpose. Given the nature of our business, empathy, patience, kindness, and a sense of urgency are essential traits for success.ESSENTIAL DUTIES AND RESPONSIBILITIES:Strong oral and written communication skills in EnglishAbility to work in fast-paced environment with demonstrated ability to manage multiple competing prioritiesEffective time management to include establishing priorities and meeting deadlinesExcellent organizational skills and attention to detailAbility to communicate effectively including a capacity for listening and absorbing different points of viewAbility to handle sensitive and confidential informationProcessing e-commerce orders which include (but, not limited to) order routing, price adjustments and delivery confirmationAddressing both B2B (business to business) and DTC (direct to consumer) inquiries and requestsWilling to work rotational am/pm shifts along with holidays; 40 hours/weekBe ready to start each shift promptly to ensure no lapse in customer supportProvide clear, timely, accurate and professional customer supportBe helpful and supportive to all other Customer Care Team membersCoordinate with other internal business units in a timely fashion to support any vendor needs for their B2B customersCommit to your own personal development and demonstrate an eagerness to learnCommunicate complex customer/vendor issues through ticketing processes and escalations to leadershipOther duties as assignedEDUCATION AND EXPERIENCE:Must have 2 - 3 years of experience in customer service support in an online, B2B or DTC environmentMinimum of Associate degree or equivalent work experience (BPO)Intermediate to advanced computer skillsExcellent knowledge of Microsoft Office productsKnowledge of various CRM software systems such as Salesforce/Service Cloud is a plusPrior work experience in the floral industry is a plusWORK ENVIRONMENT/ PHYSICAL DEMANDS:Work is performed in our corporate office environment and subject to local government compliance rules and regulations. Employees are required to routinely perform the following while carrying out the essential functions of this job:Use standard office equipment (computer, phone, headsets, printer/photocopier, etc.)Sit for long periods of timeLift and/or move up to 10 pounds and occasionally lift and/or move up to 20 poundsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position