Customer Service Representative (E-Commerce & Post-Purchase Support)

Company: SuperBox for TV (https://superboxfortv.com/) Position Title: Customer Service Representative (E-Commerce & Post-Purchase Support) Employment Classification: Full-Time / Independent Contractor (100% Remote, US-Based) Openings: Multiple Positions (Day Shift & Night Shift coverage) Target Candidate Location: United States (Remote nationwide) Compensation: $17.00 – $22.00 per hour (Base rate commensurate with experience + performance incentives + night differential) SuperBox for TV – Customer Service Representative JDDownload Table of Contents Company Overview Shift Schedules & Operational Windows Day Shift: Live Shopper Consultation & Order Administration Night Shift: Prime-Time Inquiries & After-Hours Care Core Responsibilities Omnichannel Shopper Engagement & Pre-Sales Guidance Order Fulfillment, Logistics Tracking & Carrier Inquiries Billing, Returns & Dispute Prevention Technical Triage & Cross-Team Escalation Candidate Profile & Qualifications Experience & Work Authorization Communication & De-Escalation Skills Operational & Platform Proficiency Home Office & Technical Requirements Compensation, Benefits & Growth How to Apply Company Overview SuperBox for TV is a premier authorized distributor of authentic SuperBox streaming media hardware across the United States and Canada. We specialize in delivering cutting-edge home entertainment devices—including the flagship SuperBox S6, S7, and S8 series—backed by manufacturer-verified serial authenticity, comprehensive hardware warranties, and high-touch customer care. As households nationwide cut the cord and shift permanently toward on-demand internet streaming, customer expectations for fast, helpful, and reassuring customer service have never been higher. To ensure a seamless shopping and post-purchase experience for our growing community of cord-cutters, we are seeking two dedicated Customer Service Representatives to manage omnichannel communications, resolve order discrepancies, assist prospective buyers, and support our community across two distinct operating windows. Shift Schedules & Operational Windows Both positions operate entirely remotely and require strict punctuality, reliability, and an uninterrupted home office setup. Please indicate your shift preference directly in your application. Day Shift: Live Shopper Consultation & Order Administration Schedule: Monday through FridayWorking Hours: 9:00 AM – 5:30 PM EST (8:00 AM – 4:30 PM CST / 6:00 AM – 2:30 PM PST) The Day Shift is our high-energy shopper consultation and order fulfillment window. Your workday focuses on engaging prospective buyers browsing our storefront, answering product comparison questions, verifying order accuracy, tracking shipment dispatch with courier partners, and processing billing adjustments. This shift includes a 30-minute unpaid meal break and two scheduled 15-minute paid rest breaks. Night Shift: Prime-Time Inquiries & After-Hours Care Schedule: Sunday through Thursday OR Tuesday through SaturdayWorking Hours: 8:00 PM – 4:30 AM EST (7:00 PM – 3:30 AM CST / 5:00 PM – 1:30 AM PST) The Night Shift aligns directly with prime evening television viewing hours when shoppers are actively exploring upgrades or checking delivery statuses after returning home from work. Your primary focus will be managing incoming live chat queues, addressing urgent delivery change requests, calming frustrated shoppers encountering transit delays, handling weekend return submissions, and preparing overnight handover notes for warehouse teams. This position carries a permanent night-shift differential bonus. Core Responsibilities Our customer service specialists do not recite robotic scripts. Instead, you will act as a genuine brand ambassador and compassionate problem solver across several operational domains: Omnichannel Shopper Engagement & Pre-Sales Guidance You will be the welcoming voice and prompt typing hand behind our live web chat, customer helpdesk, and inbound telephone lines. During peak shopping hours, you will assist hesitant shoppers who are evaluating the SuperBox S6, S7, or S8, explaining model distinctions, subscription-free streaming benefits, warranty coverage, and return guarantees in warm, easily understandable terms. Your goal is not aggressive upselling, but rather providing honest, reassuring guidance that builds long-term customer trust. Order Fulfillment, Logistics Tracking & Carrier Inquiries E-commerce satisfaction hinges on transparent shipping. You will monitor order lifecycles from website checkout through final delivery, utilizing our store management systems and courier portals (USPS, UPS, FedEx, Canada Post). When delivery delays, customs clearance holds, or misrouted packages arise, you will proactively investigate carrier logs, initiate trace claims, coordinate replacement dispatches with our US fulfillment center, and communicate updates to customers before frustration escalates. Billing, Returns & Dispute Prevention You will process address changes, order cancellations, and authorized refund requests according to company store policy while maintaining an empathetic posture. When customers express dissatisfaction or confusion regarding billing statements, you will patiently listen, verify transactional logs across our payment gateways, and work toward equitable resolutions that resolve disputes amicably and protect the store’s chargeback standing. Technical Triage & Cross-Team Escalation While deep diagnostic repair is handled by our Technical Support Engineers, you will serve as the first point of contact for customers seeking assistance. You will gather initial details—such as order receipts, device serial numbers, and fault descriptions—and smoothly route complex network, firmware, or hardware return requests to the appropriate technical tier with thorough context, ensuring the customer never has to repeat their story. Candidate Profile & Qualifications We are seeking individuals who combine natural empathy with organized multitasking and comfort in fast-paced e-commerce workflows. Experience & Work Authorization Candidates must be legally authorized to work in the United States and currently reside within the US. A minimum of 2 years of customer-facing service experience in an e-commerce, retail, or subscription-support environment is required. Prior experience supporting electronics, home entertainment goods, or direct-to-consumer online brands is highly advantageous. Communication & De-Escalation Skills A significant portion of our customer base consists of seniors and everyday cord-cutters who may feel anxious when ordering online or tracking shipments. You must possess flawless written and spoken English, paired with an instinct for de-escalation, patient active listening, and the ability to project warmth across text and telephone interactions alike. You should be adept at transforming dissatisfied callers into loyal, vocal brand advocates. Operational & Platform Proficiency You should feel comfortable navigating contemporary e-commerce backends (such as Shopify or WooCommerce), CRM ticketing desks (such as Zendesk, Crisp, Freshdesk, or Gorgias), and VoIP phone interfaces. High typing speed (55+ WPM with high accuracy), strong computer literacy, and the agility to toggle smoothly between multiple customer conversations simultaneously are essential. Home Office & Technical Requirements Because this is a fully remote position handling live voice calls and real-time chat, candidates must maintain a secure, professional home workspace: Computer & Hardware: A dependable desktop or laptop running Windows 10/11 or macOS with at least 8 GB of RAM and an Intel Core i5 / AMD Ryzen 5 processor (or equivalent). A dual-monitor setup is strongly encouraged for simultaneous ticketing and order lookup.Internet Connectivity: A dedicated, wired high-speed connection with minimum speeds of 50 Mbps download and 15 Mbps upload. Due to voice call clarity standards, satellite internet, public Wi-Fi, and mobile hotspots are strictly excluded.Audio Setup & Workspace: A dedicated USB headset equipped with a noise-canceling microphone, situated in a quiet, private room free from household background noise during shift hours. Compensation, Benefits & Growth Competitive Hourly Wage: We offer a starting rate of $17.00 to $22.00 per hour, distributed bi-weekly via direct deposit, with starting pay reflecting prior e-commerce customer support experience.Night Shift Allowance: Representatives scheduled for the permanent Night Shift receive an additional hourly shift differential.Complimentary SuperBox Hardware: Each team member receives a complimentary SuperBox unit upon hire to explore product features, navigate menus, and understand the customer experience firsthand.Paid Onboarding & System Training: We provide comprehensive paid training covering product lines, order management platforms, courier claim workflows, and customer communication standards.Advancement Opportunities: Consistent performers can advance into Customer Experience Team Lead, Dispute & RMA Operations Specialist, or Account Management roles. How To Apply To ensure your application is reviewed promptly, please follow these submission guidelines: Submit Your Resume via Email Send your resume in PDF format to careers@superboxfortv.com with the subject line formatted as: Application: Customer Service Representative – [Preferred Shift: Day or Night] – [Your Full Name] Screening Questions to Include in Your Application In the body of your email or cover letter, please provide brief responses to the following scenarios: A customer contacts live chat furious because their SuperBox delivery tracking shows “Delivered in Mailbox,” but they cannot find the package. How do you respond to de-escalate their anger and resolve the issue?A prospective buyer asks what the main advantage is of choosing a SuperBox over a standard streaming stick with recurring subscription fees. How would you explain this in two or three sentences?Which shift (Day Shift or Night Shift) are you applying for, and what is your confirmed availability start date? SuperBox for TV is committed to creating a diverse, equitable, and inclusive remote work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.