Customer Support Representative

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.