Retail Customer Service Expert

Job Description:

  • Provide customer support via telephone, instant message, and email.
  • Handle customer inquiries and resolve basic issues involving address changes, order processing, warranties, billing, and payments.
  • Transfer product- or service-related issues to the appropriate Product Support Specialist or department.
  • Serve as the primary contact for inbound business-customer issues.
  • Process a high volume of inquiries and resolve a targeted percentage of them.
  • Troubleshoot customer problems, identify root causes, and use tools and resources to determine solutions.
  • Escalate unresolved issues and follow up with coaching and mentoring to expand product knowledge.
  • Track and document inbound support requests and customer issues.
  • Update customer information and accurately enter contact details.
  • Meet quality, schedule-adherence, and average-handle-time standards.
  • Provide guidance and mentoring to less experienced associates as needed.
  • Perform other related duties as assigned.

Requirements:

  • High School Diploma or equivalent.
  • Minimum of 6 months of customer service experience.
  • Must be 21 years of age or older.
  • Ability to type at least 25 words per minute.
  • Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
  • Customer service and/or sales experience preferred.
  • College degree preferred but not required.
  • Ability to follow established procedures and maintain customer-service focus.
  • Ability to collaborate effectively with team members, supervisors, and support departments.
  • Outstanding communication, listening, and analytical skills.
  • Strong organizational and problem-solving skills.
  • Ability to prioritize tasks and work well under pressure.
  • Ability to adapt to feedback, evolving policies, and structured schedules with varied shifts.
  • Critical-thinking and solution-oriented problem-solving skills.
  • Minimum subscribed download rate of 15.0 Mbps.
  • Minimum subscribed upload rate of 5.0 Mbps.
  • ISP must have no packet loss and ping under 50ms.
  • Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN.
  • Proof of internet speed required.
  • Clean and quiet workspace.

Benefits:

  • Paid Training
  • Competitive Wages
  • Full Benefits (Medical, Dental, Vision, 401k and more)
  • Paid Time Off
  • Employee wellness and engagement programs
  • Inclusive and diverse workplace culture
  • Healthy work-life balance
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