Pros: discount, lunch, vending machines
Cons: entering corporate ribbon orders, attempting to fix problems caused by other departments of the company
My work routine always depended on what shift I was working. If I was working the weekly day shift my work consisted of answering any calls, emails, or chats that came in to the call center and addressing any complaints or concerns that the customer had. Whenever there was a lull in calls and emails I would enter orders that had been mailed to our facility – more... or maintain our catalog mailing list as needed. During the weekend day shifts we would call customers in which there were payment processing issues for their orders in-between calls and emails. The work routine was the same on both the weekly and weekend night shifts. There was rarely extra work to do in-between calls and emails. When there was it was addressing whatever order issues the day shifts did not have time to take care of.
In addition to learning how to use different types of computer programs, I gained a lot of experience in dealing with escalated customer situations. This is the one piece of experience that I took away from this position that has been invaluable to me. The patience that was necessary when dealing with irate customers has been vital in all of my other positions, especially in the legal field. Because of my experience at Godiva I had more patience when dealing with high maintenance clients then some of the other support staff at the law firms that I worked at.
Godiva's Customer Care Center was a very relaxing place to work, customer complaints aside. Everyone that I worked with was relaxed, easy going, and we were always willing to provide whatever assistance we could to our fellow representatives, both in and out of the office. The same could also be said of the supervisors and managers. There was no real definable tension or line between the representatives and management. Any issues or specific complaints about the representatives that were forwarded to supervisors were handled efficiently and professionally.
The hardest part of being a Customer Care representative was, of course, dealing with the customers that had complaints. With some of these customers there was nothing that you could do to resolve the issue to their satisfaction. Having a complaint where there was no true resolution was a difficult thing to deal with.
Fortunately, there were times that we would get complaints that could be resolved to the customer's satisfaction. Often the resolutions went above and beyond the customer's expectations. Being able to help a person beyond their expectations was what made working at Godiva's Customer Center worthwhile. – less