Senior Customer Service

Lily & Fox is seeking bright, articulate, detail-oriented and disciplined applications with a desire to help shape our approach to customer service. Virtual Customer Service Associates are a critical part of our ability to deliver timely, accurate, professional, and caring customer service to all of our customers.

This position requires an action-oriented, flexible problem-solver who will assist customers and Lily & Fox in resolving any and all customer problems. You will be required to communicate with customers via phone, email, and chat so a suitable work environment is needed. You will use a variety of software tools to navigate customer accounts, communicate with customers, and provide excellent Upgrade to see actual infoernet Requirements:
Uninterrupted internet connection. Please ensure that you have a backup internet connection.

Lily & Fox Associates have the following skills:

Customer Focus:
- Ability to empathize with and prioritize customer needs
- Uphold company values and respect every customer
- Exude patience and ownership with each customer
- Ability to resolve conflicts and set appropriate expectations with customers
- Ability to determine customer needs and provide appropriate solutions
- Demonstrates interpersonal skills with a diverse customer base
- Demonstrates conflict resolution, negotiation, and de-escalation skills
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary
- Ability to determine customer needs and provide appropriate solutions
- Maintain regular and reliable attendance, including the daily schedule as assigned

Communication Skills:
- Excellent English communication skills (written and verbal)
- Ability to communicate correctly and clearly with all customers
- Excellent documentation skills
- Good comprehension skills – ability to clearly understand and state the issues customers present
- Ability to concentrate – follow customers issues without distraction to resolution
- Good composition skills – ability to compose a grammatically correct, concise, and accurate written response

Problem Solving Skills:
- Desire to continually learn
- Ability to make appropriate decisions on behalf of the customer quickly and effectively
- Ability to effectively prioritize work time to ensure efficiency
- Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
- Ability to approach problems logically and rationally
- Solution oriented and self-motivated
- Organized and detail-oriented
- Ability to maintain composure in highly escalated situations
- Qualified candidates will be creative and analytical problem solvers with a passion for excellent customer service

Computer Skills:
- Ability to use a desktop computer system
- Familiarity with Microsoft and G Suite tools
- Excellent typing skills
- Demonstrates an understanding of the Internet, Lily and Fox company website, and
competitor websites
- Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
- Demonstrates an ability to successfully navigate websites
- Demonstrates a proficient knowledge of email applications
- Demonstrates an ability to learn
- Ability to successfully adapt to changes

Basic Qualifications:
- Excellent command of English (verbal and written)
- Typing, phone, and computer navigation skills
- Ability to navigate the Internet, email, and chat to the customer via Instant Messenger tools