Customer Care Representative

Your role at Tumi

The Customer Care Representative position is responsible for handling customer questions in a high-volume call environment, supporting inbound and outbound customer communication, providing information about Tumi's products, and delivering exceptional customer satisfaction.

Responsibilities

• Use proper telephone etiquette and techniques to answer customer calls promptly, politely, and professionally.
• Handle customer inquiries both telephonically, by email, and by text.
• Follow-up customer calls where necessary.
• Document all call information according to standard operating procedures.
• Resolve customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Ensure all customer issues are resolved appropriately and timely within company guidelines.
• Ensure all orders are processed to meet service expectations.
• Ensure customer information remains confidential and inaccessible to others.
• Support eCommerce goals and daily operations.
• Has detailed knowledge of all product lines, including material, color, and function. Suggests substitutions for the product that is no longer available.
• Makes effective independent decisions representing day-to-day issues.
• Ensure compliance with applicable occupational safety and health regulations.
• Enhances organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Tumi employees work in the office four days per week and remotely one day per week, as permitted by the business.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

We're excited if you have

• Some customer service or call center experience preferred
• High school diploma or GED
• Must be able to read, write and understand written English
• Proficient typing and computer skills