Overview
Summary: Fast paced, growing home products company is seeking a customer experience rockstar to receive, investigate and respond to consumer inquiries via phone, e-mail and live chat.
This is a part time position, the number of shifts and hours will be depending on volume but will max out at 20 hours per week
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer incoming customer calls, emails and chats quickly and efficiently.
- Place outbound calls to customers when necessary to advise and/or obtain information needed to process orders
- Work with the entire team to ensure that customer inquiries are properly answered.
- Turn unhappy customers into brand advocates by providing exceptional customer service on every customer interaction
- Accurately document every interaction to ensure that all issues are resolved quickly and efficiently.
- Collect customer feedback information and utilize it to help improve the customer experience.
- Communicate order fulfillment issues and/or requests with warehouse. We can’t fix something if we don’t know it’s happening, right?
- Other duties may be assigned to meet business needs
Qualifications
A high speed and reliable internet connection A dedicated and quiet workspace A computer with online capabilities + the Microsoft Office A passion for providing outstanding customer service. Amazing phone presence, can tame even the most ferocious of customers Expert level multitasking skills. Excellent attention to details is a must, Sherlock Holmes won’t have anything on you! Plays well with others and works well in a team environment. Ability to work with a diverse group of people. A super computer brain, and able to correctly calculate figures and amounts. Excellent grammar, verbal and written skills. Excellent analytical skills, resourceful and well organized. eCommerce and/or call center strongly preferred. Must have a High School Diploma or GED. Experience with Microsoft Office, Google Suite Products, Amazon Seller Central, HelpScout, Freshdesk and Shipstation preferred.