Customer Service Representative (3-6 month Temporary)

About the Role

The Customer Service Representative serves as the first point of contact for customers — including those reached through the Company's online marketplace channels (e.g., Amazon, Walmart, eBay, Etsy) — helping resolve issues and ensuring customer satisfaction. They maintain a high level of professionalism and customer service standards while addressing inquiries and concerns. This role also supports the Company's growing use of AI in customer service, helping train, test, and refine AI-assisted tools that improve response speed and quality. Additionally, they may handle administrative tasks such as maintaining customer records and processing orders.

Responsibilities

• Respond to customer queries via phone, email, or chat in a timely and professional manner.
• Address and resolve customer complaints, problems, or requests effectively and efficiently.
• Provide accurate and up-to-date information about products, services, and company policies.
• Assist customers with placing orders, processing payments, and managing order changes or cancellations.
• Monitor and respond to customer messages, reviews, and inquiries across third-party marketplace platforms (e.g., Amazon, Walmart, TikTok) while ensuring interactions meet platform service and performance standards.
• Support the development and improvement of AI-powered customer service tools, including reviewing customer interactions to train AI models, testing AI-generated responses, and configuring automation such as macros and chatbot workflows.
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Provide feedback to management about customer concerns, recurring issues, and suggestions for improvement, including AI-assisted response performance.
• Collaborate with team members and departments to resolve customer issues and improve overall customer service.
• Uphold company policies, brand voice, and quality standards across all customer touchpoints, including marketplace and AI-assisted channels.
• Manage customer accounts, including updating account information, processing changes, and handling account-related inquiries.
• Escalate complex or unresolved customer issues to higher levels of management or specialized departments.

Requirements

• A high school diploma or equivalent.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks simultaneously, such as answering calls, responding to emails, and handling inquiries.
• Strong attention to detail for recording information, processing orders, and following up on customer requests.
• Comfort using, or willingness to learn, e-commerce marketplace seller platforms (e.g., Amazon Seller Central, Walmart Marketplace).
• Comfort using, or willingness to learn, AI-assisted support tools such as chatbots, automated macros, and response-suggestion software.

Pay

The pay range for this role is $19–$21 USD per hour.