Messenger Customer Service Specialist

JOB SUMMARY: The Customer Care Team is responsible for providing top customer service for our funeral homes using our personalized services and for families in the SCI AA program. This team processes orders for personalized stationery as well as fulfillment orders from Send With Love, Legacy.com and other online sources.ESSENTIAL FUNCTIONS AND KEY RESPONSIBILITIES:Focus on personalized orders for AA, Signature, Legacy.com, Tukios, specified Urn and other vendors.Process SCI AA orders withing specified guidelines and provide all documentation.Check tracking and services daily.Respond with urgency to location and family calls, email, portal messages and texts.Work directly with families displaying empathy and kindness, while within deadlines.Serves as a liaison between families, design and manufacturing with concise direction for program needs, ensuring speed and accuracy.Proofread programs prior to approvals.Become familiar with funeral home trends and report to product team and design team.Provide training on personalized products to locations and sales reps, including hosting webinars.Present training opportunities to Team Lead.Present documentation updates to Team Lead.Maintain excellence in customer service with quality communication using tone, follow-up and delivery.Flexible schedule to meet family needs.Work with positivity and a strong sense of team.Other duties as assigned.QUALIFICATIONS:High School Diploma or equivalent2+ Years of customer Service Experience preferredProficiency in Microsoft Office Suite (Outlook, Teams, Excel, etc.)Experience with CRM systems & customer support softwareSKILLS & COMPETENCIES:Desire to help customers and exceed expectations (go the extra mile)Strong Communication skills both verbally and writtenInterpersonal skills and willingness to work with a teamAbility to prioritize with a great sense of urgencyDemonstrate empathy and concern for our families and funeral homesAbility to thrive in a fast paced, ever-changing environmentAbility to troubleshoot and a high level of critical thinking skills are requiredBENEFITS: Paid HolidaysPaid Time OffInsurance (Vision, Dental, Health, & Life)401(K) / MatchingEQUAL EMPLOYMENT OPPORTUNITY STATEMENT:Messenger, LLC is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, pregnancy, veteran status, or any other legally protected status. We are dedicated to providing reasonable accommodations for individuals with disabilities in the job application process. If you require assistance or an accommodation due to a disability, please contact us at 800.827.5151 so we can make the appropriate arrangements.