Customer Support Representative

JOB FUNCTION: Customer Experience
JOB TYPE: Direct Hire
LOCATION: Little Falls, NJ
COMPENSATION: $20/hr - $22/hr
REMOTE / ONSITE: Onsite
POSTED: Jul 13, 2022

Our client is an e-commerce company that specializes in luxury bedding products. Our client is an online store that sells handcrafted sheets. They are currently seeking a Customer Support Representative to join their team.

Salary/Hourly Rate:

$20/hr – $22/hr

Position Overview:

The Customer Support Representative will be responsible for providing an excellent customer experience and coordinator all inquiries related to the products or service.

Responsibilities of the Customer Support Representative:

  • Maintain an in-depth and up-to-date knowledge of products and sales techniques to continuously elevate the service level to online customers.
  • Provide knowledgeable answers to customer phone, e-mail, and text message inquiries regarding products and brand identity.
  • Deal with processing customer orders via phone, e-mail, or text message and update order information within internal systems.
  • Concurrently manage incoming phone calls, e-mails, text messages, and voicemails and responding to all within the time frame outlined under service standards.
  • Clearly communicate product specifications and company policies via phone, e-mail or text in order to answer or resolve customer questions/concerns.
  • Follow-up on all customer requests to ensure the brand provides the highest level of customer service in the industry.
  • Manage ongoing customer relationships utilizing our CRM tools.
  • Daily communication and follow-up with third-party distribution facility regarding pending and priority orders, special instructions, and exceptions.
  • Clearly communicate issues/concerns regarding website functionality, product descriptions, or customer feedback with regards to the experience of the site to the Internal E-commerce team.
  • Handling customer feedback/complaints and elevating issues to Supervisor about critical or time-sensitive matters. Speaking clearly and persuasively in positive or negative situations.
  • Issue, track and monitor RMAs for customers within a timely manner to ensure customer satisfaction and retention.
  • Develop collaborative, positive working relationships with members at our boutiques, outlet stores, and major third-party retailers in order to provide a seamless customer experience.

Qualifications of the Customer Support Representative:

  • Minimum of 2+ years of experience in customer service, e-commerce (luxury preferred but not required), or account/client services role.
  • Proactive personality and self-motivator.
  • Team player able to develop great relations with co-workers.
  • Demonstrates initiative with the ability to multi-task and detail-oriented in a fast-paced environment.
  • Proven to be organized, methodical, and rigorous.
  • Strong computer skills in Microsoft applications and the ability to learn new applications quickly.
  • Strong attention to detail and accuracy are a must.
  • Must have great communication skills both verbal and written.
  • Ability to solve problems in a calm and effective manner.

Education Requirements:

  • Bachelor’s degree is preferred.

Benefits:

  • Client provided benefits, upon eligibility.
As a woman-owned firm, we value diversity. We are an equal opportunity employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
Position ID: 111793