GMCR is motivated to achieve success because the more profitable we are, the more good we can do in the world. We create the ultimate coffee experience in every life we touch from tree to cup. We aspire to behave in a way that everyone we interact with is better off for having known us.
SUMMARY: The Inbound Customer Service Representatives are our front line employees and spend the majority of the day answering incoming phone calls. From taking orders to solving problems, our ICSRs provide the high level of customer service that GMCR strives for; forming positive relationships with customers. ICSRs are expected to work in a team environment and are the primary liaison between our customers and internal departments. 

SUPERVISORY RESPONSIBILITIES: This position has no subordinates. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
* Create a positive experience for the customer by consistently providing superior service and exceeding expectations 
* Answer incoming phone calls. This entails entering orders on line, immediate problem resolution, taking phone messages, up selling for specific promotions. 
* Projecting a positive attitude toward all customers - external and internal (i.e. Sales reps, management) 
* Meeting and exceeding all performance metrics 
* Call customers to obtain orders; promote targeted products; verify ordering and billing information. 
* Maintain accurate customer information through periodic inquiries with customers and sales managers when appropriate, including setting up and inactivating customer accounts. 
* Acquire and maintain in depth knowledge of all GMCR products, programs and services and that of competitors. Utilize this knowledge to assist customers in product comparison and selection 
* Must be receptive to trainer and/or supervisor direction and coaching. Willingness to take on new challenges. 
* Ability to prioritize multiple tasks in a fast-paced environment with focused attention to detail. 
* Collaborate with other teams to meet or exceed shared goals. 

OTHER NECESSARY FUNCTIONS: 
* Follows all policies, procedures, ergonomic standards and safety requirements directed by GMCR and the department. 
* Performs other duties as requested by management.
QUALIFICATIONS: 
* Previous retail and/or customer service experience preferred 
* Strong organizational skills 
* Positive, motivated team member with a passion for delivering excellent customer service 
* Must have excellent phone etiquette and ability to operate the phone system 
* Excellent verbalwritten communication skills 
* Advanced computer and keyboarding experience necessary / includes keyboarding for 4 to 6 hrs per day 
* Ability to work within a team atmosphere 
* Ability to be punctual and complete entire work shift (occasional overtime) 
* Ability to follow instructions 
* Ability to work flexible hours, which may include Saturday/Sunday and/or some evening hours . 

PHYSICAL REQUIREMENTS/WORKING CONDITIONS: 
* Predominately sedentary light office position with high frequency of keyboarding/computer work required (67% - 100% of the workday). 
* All offers of employment with GMCR are contingent upon the successful completion of pre-employment physical as provided by a GMCR selected physician. This position also requires a criminal background check. The examination, job skills assessment and criminal background check must be completed prior to the first day of employment.
We offer a comprehensive and competitive total compensation package, and a collaborative work environment. Green Mountain Coffee is an Equal Opportunity Employer. All offers of employment with GMCR are contingent upon the successful completion of a pre-employment physical as provided by a GMCR selected physician. This examination must be completed prior to the first day of employment. We reserve the right to determine the suitability of an applicant for a position based on an evaluation of all available information, including but not limited to past work performance, applications, resumes, and references. 

GMCR is an E-Verify employer. 

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Green Mountain Coffee Roasters
 Waterbury,Vermont05671 
 Washington

 Post on site: From 2/23/2010 until 5/24/2010 

 Categories: Customer Service
 

 Job Type: Regular 

 Full/Part Time: Full Time

 Salary:Hourly Wage

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