As a dynamic hub of the Cornell University campus, a recognized national leader in collegiate retailing, and a self-funded enterprise, Cornell Retail Services strives to deliver legendary customer service and quality products to meet the needs of the Cornell Community. In service of Cornell students, faculty, staff, alumni and visitors, the Cornell Retail Services team leads a multi-channel retail business, including a 22,000 sq. ft. flagship campus store, three e-commerce sites, and satellite store locations throughout the Ithaca area and NYC, ultimately producing $26 million in annual retail sales.Reporting to the Cornell Retail Services Operations Manager, the Customer Care Representative will support the customer experience by resolving and responding to customer orders and web inquiries via phone, email, or in-person as well as process customer and departmental phone and special orders. This role will track and monitor customer inquiries through a customer case log and actively look to provide resolutions by connecting with other departments within the Retail Services Team. Additionally, this role will create procedural standards to assist part-time and student support staff with best practices when answering customer inquiries. As needed, this role will provide support to the order fulfillment team to resolve customer orders that contribute to the overall positive customer experience. A successful Customer Care Representative will:
- Strong organizational and analytical skills with the ability to handle multiple tasks.
- Critical thinking skills are essential.
- Ability to accept and work autonomously in an ever-changing environment to focus on details and follow through on complex projects.
- Ability to effectively set priorities and work effectively in a fast-paced environment.
- High school diploma or equivalent, and at least two years of relevant experience in retail; or equivalent combination of education and experience required.
- Demonstrated strong customer service skills.
- Computer /systems competency including experience with Microsoft Office Suite
- Strong oral and written communication skills.
- Experience in and/or demonstrated commitment to supporting diversity, equity, access, inclusion, and well-being.
- Ability to cultivate and develop inclusive and equitable working relationships with students, faculty, staff, and community members.
- Familiarity with NSPOS, our Point of Sales System.
Visa sponsorship is not available for this position. This position is located in Ithaca, New York. The successful applicant will be expected to work on campus.
Essential Physical Requirements – typically lifts 20 to 50 lbs
Visual – normal concentration
Hazards – limited exposure
University Job Title:
Sales Asst III
Pay Rate Type:
$20.52 – $21.55
Remote Option Availability:
Job Titles and Pay Ranges:
Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:
Prior relevant work or industry experience
Education level to the extent education is relevant to the position
Unique applicable skills
Academic Discipline (faculty pay ranges reflects 9-month annual salary)
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