World's Largest Online Cigar Store. JR Cigar is one of the largest retailers of cigars in North America. The site, JRCigars.com attracts over 100,000 unique users each month.

Under the direction of the Call Center Director, individuals will work in a high-volume call center environment assisting customers accurately with their customer service issues providing customers with an overall excellent customer experience. Candidates should have an outgoing and positive demeanor, and empathetic ear, an exceptional work ethic, and track record of being present and working well with others in a team environment.  Candidates must understand that providing exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs, and delivering personalized experiences that leave a positive lasting impression.

• Participate in customer service coaching’s with their Team Leads.
• Provide best-in-class customer service.
• Provide a personalized experience on each call.  
• Treat customers with respect and listen to their issues.
• Provide prompt assistance within the company guidelines.
• Find the best solution to meet the customer’s needs.
• Communicate clearly and concisely.
• Focus on Satisfaction and a sense of excellent customer care.
• Work well with trainers and management to ensure that the best service is taught in training and on the floor.
• Work in tandem with Concierge Team and be prepared to hand off callers that need sales assistance.
• Communicate professionally through Microsoft Teams, Email and Chatter Programs
• Working in/on Live Chat
• Handle escalated calls by demonstrating the ability to defuse a situation and retain our customers.
• Notify team leads of any system related issues being communicated by customers.
• Assist in our email queue when scheduled.
• Other duties and responsibilities as assigned.

• EDUCATION/CERTIFICATION: High school graduate or equivalent
• REQUIRED KNOWLEDGE: General knowledge of Company policies and procedures
• Basic understanding of Company products and services
• EXPERIENCE REQUIRED: At least 2 years of experience in Call Center on a Customer Service Team
• SKILLS/ABILITIES: Excellent communication
• Ability to work well under pressure.
• Ability to use a personal computer and related software applications including Microsoft

Word, Excel, and Outlook   

• Advanced Customer Service
• Attention to Detail
• Professionalism
• Multi-tasking
• Ability to work remotely/independently.
• Extended cigar knowledge (cigar knowledge whether as a smoker or ability to use provided tools to be well versed in the cigar community)
• Positive, upbeat, pleasant tone
• Requires quiet designated workspace
• Ability to discern when/how to upsell (after resolution is agreed upon with customer/agent)
• Ability to maneuver multiple screens at a fast pace
• Requires minimum of 10mbps for five9, company operating systems (if possible, not having any other devices connected and/or streaming during scheduled shifts.
• The ability to write a professional business email or chat
• Excellent note taking skills

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Required to regularly talk and hear
• Required to frequently stand and walk
• Use hands to finger, handle or feel

Reach with hands and arms