Customer Service Associate, Ecom

About the Role

The Customer Service Specialist will maintain day-to-day customer-facing interactions through phones, email, and chat. In this role, the successful candidate will focus on delighting customers by delivering first-class customer service, including order processing, subscription management, and product questions.

Responsibilities

• Respond to customer inquiries in a professional, cordial, and timely manner, delivering accurate and complete responses via email, phones, and chat.
• Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Share product knowledge and assist with product selection.
• Resolve billing and technical issues and provide order status information.
• Assist customers with subscription, tracking, and account management.
• Become a product knowledge expert by learning about health and wellness products and the differences across channels (Pro, Retail, Ecom, and Marketplace).
• Provide first-class customer service at all times (email, phones, chat).
• Adhere to company policies on pricing, shipping, and discounts.
• Work modified hours to accommodate East Coast/West Coast customers by starting as early as 6:00 a.m. or finishing as late as 6:00 p.m.
• Perform all other duties as assigned.

Requirements

• Bilingual (fluent in both written and verbal English/Spanish).
• Six months to one year of related experience.
• Proficient with MS Office, Zendesk, Shopify, chat, and phones.
• Knowledge or understanding of SAP is beneficial but not required.

Qualifications

• Positive attitude and ability to maintain a positive view in all situations.
• Strong time management skills to prioritize work and meet performance KPIs efficiently and accurately.
• Proactive in supporting colleagues and taking on new opportunities.
• Accountable, taking ownership of responsibilities and learning from mistakes.
• Detail-oriented with minimal errors in order entry.
• Ability to multitask, balance priorities, and manage large volumes of work quickly.
• Independent, self-motivated, and able to manage obligations without direct supervision.
• Excellent communication skills, both spoken and written.
• Customer-oriented, balancing customer needs with company procedures.
• Enthusiastic, bringing energy to tasks and delighting customers.
• Self-motivated, inspired to perform tasks to the best of one's ability.
• Desire for growth within the department and company to build a successful professional career.

Pay

$20 - $22/hour