Cabelaâ??s, the Worldâ??s Foremost Outfitter of hunting, fishing and outdoor gear has openings for year round full time and part time Customer Relations Outfitter 1 positions in Kearney, NE in our Contact Center. These positions are a critical link to our customers as well as an exciting opportunity for all outdoor enthusiasts.
Answers incoming customer calls and assists in placing merchandise orders, checking merchandise availability and sending catalogs, using computer system. Transfers callers as required to appropriate departments. Outfitter is empowered and encouraged to use training and desktop resources to be able to assist customer at first point of contact, including cabelas.com and intranet links.
Generates additional revenue by making effective outfitting sales offers, including add-on accessories/specials/CLUB, offering ISP shipping and/or upgraded shipping options. Capitalizes on all opportunities to secure a sale.
Updates profile changes to customer accounts to meet customer needs or indicate special internal processing requirements, such as correspondence preferences, shipping preferences, stop catalogs, etc.
Applies knowledgebase solutions to complete orders, communicate necessary information to internal departments or to capture the voice of the customer. Case types include: proof of purchase, request for a return label or call tag. Supports multi-channel customers by answering retail calls, assisting with Internet registration, exchange/return instructions, basic billing questions, including declined credit cards and retail inventory. Updates and checks catalog history and adds restrictions to meet customer needs.
Assists customers with orders in new status, order changes due to back ordered merchandise and may utilize order holds to change or cancel printed orders. Maintains customer profile information as needed in situations requiring special internal processing, correspondence preferences, shipping preferences, customer holds or stopping catalogs
Attends coaching and training sessions to improve performance and completes other related duties as assigned by management. Signs on/off teleset and computer system using appropriate codes and sequences. Completes other related duties as assigned by management.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of customer relationsâ?? practices, guidelines and procedures.
Knowledge of products and catalog layout.
Knowledge of company policies and procedures.
Skill in operating computer and telephone systems.
Strong verbal communication skills. Ability to speak clearly and distinctly in a courteous and professional manner.
Ability to negotiate appropriately in the best interest of the company and the customer. Uses negotiation techniques to create â??win-winâ? situations.
Ability to maintain confidentiality.
Ability to effectively function as a positive and dependable team player.
Ability to pass required test.
Ability to achieve and maintain quality standards
Cabelaâ??s is an Equal Opportunity Employer (EOE) and we seek to create an inclusive work place that embraces diverse backgrounds, life experiences and perspectives.
Cabelaâ??s offers a competitive benefits package to include: 401k, vacation, health and dental coverage for you and your family, and employee discounts.