Customer Service Representative *Waterbury, VT*

The Company:

Founded in 1978, Cabot Hosiery Mills is an American manufacturer of premium socks with uncompromised comfort, durability, and fit. With a family of brands including Darn Tough Vermont, Wide Open, and Cabot & Sons, our mission is to make the world’s best socks, in Vermont, USA, and back them with our Unconditional Lifetime Guarantee. We are family owned, three generations strong, and have yet to produce our best sock.

Job Summary:

The Darn Tough Vermont Customer Service Team plays a vital role in representing our company and caring for all our customers' needs. We're all about saying "Yes!" while working with our consumers over the phone, email, and chat to meet all their needs. In this role, you will frequently interface with other cross-functional teams to ensure our customer's happiness with our product and buying experience. We are looking for a strong customer advocate who is a team player with a strong attention to detail and a pleasant demeanor.

Key Responsibilities:

A CSR's day is spent on the phone, engaging in online chats, and sending timely replies to customer questions via email. A large portion of this work involves servicing our Lifetime Guarantee, which is a fundamental part of our product and brand. Our team also spends lots of time helping customers pick out the right Darn Tough socks based on their needs while finding creative solutions to customer issues when they arise.

As our company continues to grow, we encourage our team to proactively identify opportunities to improve our internal processes and systems. In addition, our team must work together to improve the customer experience and our efficiency.

Qualifications:

• Education equivalent to: High School Diploma

• Outstanding communication skills; you must communicate clearly, politely, and professionally on the phone and in writing.
• Personal computer knowledge with quick and accurate typing skills.
• A genuine desire to help our customers and ensure their happiness with the DTV experience.
• Strong active listening skills.
• Flexibility, and actively participate in the opportunity to do things differently.
• A witty sense of humor when appropriate. The ability to understand social cues and read our customers is essential.
• The ability to impress customers with a remarkably high level of service.
• The ability to multi-task with excellent follow-through in a fast-paced environment.
• This position requires a commitment to embrace the company's culture by aligning personal behaviors with the company's core values.

Working Conditions:

• Administrative Office/Call Center environment – exposure to noise and other conditions for limited periods of time, depending on the role
• Flexible nature to manage competing and changing priorities
• Sitting or standing at a desk for the duration of shift.
• A hybrid schedule is available with manager approval.
• Weekends and overtime may be required at times.

At Cabot Hosiery Mills, we have a list of shared company values – one of them is We Value Differences. Where you come from, how you identify, your age, and other descriptions are something that makes you, you, and we respect that. We’re an honest group of people and work hard, if you like that, we encourage you to apply.

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder. To maintain organizational flexibility, the organization has the discretion to add, drop or change at any time the duties, responsibilities and expectations of this position. This job description does not constitute an offer of employment, continuous employment or an employment contract. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions of this position.