Casa de Montecristo gives the adult cigar consumer the premier cigar experience, featuring large selections of premium cigars, modern lounges, walk-in humidors and full bars across the multiple locations in the United States.

Under the direction of the Call Center Manager, Remote Customer Service Representatives/Call will work in a

high-volume call center environment responding to and resolving in-bound and routine calls from customers

regarding products, services, order status and other general questions. These are second shift openings.  Must be available to work 1-9 or 4-midnight, depending on business need.  He/she delivers service and support to the

highest standards and is always ready with answers and information. When necessary, he/she escalates issues to

the right people and departments, assisting customers quickly and accurately.

• Places orders for customers and ensuring they have the best shopping experience possible

• Communicates new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app.

Loyalty program, Bonus Buys available, etc.)

• Up sell product to customers (Example – Bonus Buy, Subscription, and other products and services)

• Participate in weekly training

• Participate in ongoing sales and customer service coaching’s

• Provide best-in-class customer service

• Answer e-mails tickets that come in through salesforce as assigned

• Provide online chat (LiveChat) customer service as needed

• Flag items suspected of Fraud and forward to Leads/Supervisors

• Handle escalated calls when necessary

• Notify team leads and/or helpdesk of any system related issues being communicated by customers

• 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 1 year of experience in customer service/call center environment.

• SKILLS/ABILITIES: Excellent communication.

o Excellent communication

o Ability to work well under pressure

o Ability to use a personal computer and related software applications including Microsoft

o Sales force and AS400, data entry

o Customer Service

o Attention to Detail

o Professionalism

o Multi-tasking

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 sit, stand, and walk

• Use hands to finger, handle or feet