Seasonal Customer Relations Specialist

Position Overview

The Seasonal Customer Relations Specialist serves as the front line of the customer experience, delivering timely, accurate, and empathetic support across phone, email, and live chat channels. This role is responsible for resolving customer inquiries, processing orders, and addressing service-related concerns while maintaining a high standard of professionalism and brand representation. This position plays a critical role in protecting the customer experience during peak seasons by balancing speed, quality, and accuracy in a high-volume contact center environment.

Key Responsibilities:

Customer Support & Issue Resolution

• Serve as the primary point of contact for customer inquiries across phone, email, and live chat channels
• Resolve customer concerns related to orders, billing, product issues, and service experience
• De-escalate customer concerns and escalate complex or sensitive issues appropriately
• Troubleshoot basic technical issues (e.g., order placement, password resets)

Order Management & Transactions

• Process customer orders in compliance with PCI regulations
• Modify, cancel, or reship orders as needed
• Issue refunds, credits, and billing adjustments in accordance with company policies
• Process returns and initiate shipping claims for lost or damaged items

Customer Experience & Brand Representation

• Deliver a positive, engaging, and solution-oriented customer experience
• Act as a product and brand ambassador by providing accurate product and promotional information
• Review and moderate customer feedback and product reviews, escalating trends when necessary
• Support customer follow-up and communication related to claim resolutions

Documentation & Operational Support

• Accurately document customer interactions, including inquiries, complaints, and resolutions
• Maintain customer account information and ensure data integrity
• Support AVS (Address Verification System) and fraud-prevention processes as required
• Stay current on product updates, promotions, and operational procedures

Cross-Functional Collaboration

• Partner with internal teams (e.g., Operations, Merchandising, Customer Relations) to resolve customer issues
• Escalate systemic issues or recurring trends impacting customer experience