The Lumistella Company Hiring for Customer Care Specialist Job at Atlanta, GA Full Time

Join us in Telling the Stories of Santas North Pole!

The Lumistella Company is looking for a passionate Customer Care Specialist to join our team! The Customer Care Specialist has a vital role in building and maintaining customer relationships for the organization. He/she answers and responds to all in-bound calls, emails, and chats, assists with customer orders and issues, and provides clerical and administrative support to the sales process. The Customer Care Specialist must be able to effectively think on their feet while responding to a variety of customer circumstances and needs.

If you want to be one of us…

The ideal Customer Care Specialist will bring:

• 2 to 4 years of Customer Service or Sales Support experience; 1 to 2 years of sales experience preferred;
• Bi-lingual Spanish or French preferred;
• Knowledge of product line, prices, availability, marketing promotional services, and any additional data pertaining to product line;
• Ability to maintain positive and professional working relationships across all departments;
• Ability to maintain open communication with Customer Care Director or Manager and Warehouse/Supply Chain staff regarding issues/concerns;
• Knowledge of basic computer applications;
• Excellent verbal and written communication;
• Ability to successfully balance multiple requests and priorities in a fast-paced environment;
• Ability to organize information and requests;
• Strong problem-solving skills;
• Attention to detail and accuracy;
• Ability to work well under pressure while maintaining professionalism;
• Enjoys working with customers and demonstrates a pleasant, friendly style; Employs a professional etiquette in all consumer interactions; and
• Ability to listen intently, and express understanding or empathy.

The Customer Care Specialists essential job functions include:

• Provides exceptional customer service; Receives and responds promptly to customer requests by telephone, email, or chat;
• Follows up with the customers to ensure that their problems are satisfactorily resolved;
• Sources new sales opportunities through inbound lead follow-up and outbound cold calls and emails; Makes outbound calls to existing accounts, as well as prospects;
• Collects required customer information in order to complete product orders to company standards; Places, edits, or cancels orders as requested by customers;
• Maintains detailed records by checking customers buying history and updating details regarding the current transaction or need; Upsells order by suggesting related and new items;
• Provides clerical and administrative support to the Sales Team;
• Collects payment information and enters into the system; Handles outstanding payment issues professionally and tactfully with all customer accounts;
• Resolves customer issues/concerns or directs requests and unresolved issues to the Customer Care Director or Manager;
• Serves as a liaison between the customer and various departments within the organization;
• Processes returns and replacements on orders for both wholesale and retail customers;
• Provides Front Desk/Receptionist coverage as needed; and
• Protects company assets through the proper management of asset files and adherence to company policy with regard to information security and management.

Experience and Education:

• High school graduate; 2-to-4-year college degree preferred.

Working Conditions:

• Normal office environment with little exposure to excessive noise, dust, temperature and the like.
• Requires sitting for extended periods of time, standing, visual acumen, and manual dexterity for working with computer keyboards.
• Ability to stand for long periods of time at trade shows as well as lift medium-size boxes weighing up to 45 pounds for mailing.
• Position requires presence in the office consistent with the companys Work from Home policy and whenever necessary to fulfill the functions of the role.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

Who are we?

The Lumistella Company is a house of global brandsdriven by story. We have a passion for storytelling focused on the rich characters and timeless narrative of Santas North Pole. From this world born of ancient lore, the company creates joyful moments for all ages through products, entertainment and experiences. The Lumistella Company exists to preserve and elevate the magic and goodwill of Santa’s North Poleuniversefor generations to come.

We are a family-owned company based in Atlanta, Georgia. Launched in 2005, The Lumistella Company is home to the bestselling Christmas tradition, The Elf on the Shelf, as well as a number of other products and brands including Elf Pets and Elf Mates. We are in the business of Creating Joyful Family Moments and strive to bring the characters and stories of Santas North Pole to families worldwide through consumer products, immersive experiences and entertainment-based content. At the core of our business are the values that make us an exceptional place to work, known here at the North Pole as F.I.R.E. (Family Focus, Integrity, Respect, and Excellence.)

Despite rapid expansion, we have maintained and continue to offer a strong culture of creativity, fun, learning and respect. We believe that our employees drive our success, and we encourage both individual growth as well as extensive collaboration in a team-focused environment. We are constantly seeking talented team members who enjoy a fun and fast-paced work environment where the magic of Christmas thrives year-round!

We currently work in a hybrid work scenario where our teams are in office one week per month and work remotely during the balance of the year.

Because of the dedication and creativity of our employees, we have continued to grow in popularity with footprints in 19 countries and 5 continents.

Want to Know More?

Working at the North Pole is like working with family. We regularly host employee events, birthday celebrations, and social activities to give us an opportunity to get to know one another and take a breather from the hustle and bustle of the North Pole. Each year, (at the discretion of our owners), our office is closed from Christmas Eve through New Years Day, and our full-time employees are paid for this time. We recognize the need for some R&R after a busy holiday season!

We also offer competitive compensation and a robust and comprehensive benefits package including health, dental, and vision insurance, a 401(k)-plan including profit sharing, short and long-term disability, a flexible spending account for medical and childcare reimbursement, basic and voluntary life insurance, and a bonus plan.

To learn more about our company, check out our web site at: www.Lumistella.com.

The Lumistella Company is an equal employment opportunity employer.