Customer Service Representative (Hybrid) — Sandpoint, ID

Key Responsibilities

• Maintain and respond to buyer messages for purchases, product information, shipping concerns, and returns.
• Resolve marketplace inquiries, return requests, and refund denials to safeguard seller funds and status.
• Generate reports and insights on contact reasons, return reasons, outcomes, trends, and areas for improvement.
• Analyze trends and root causes to identify recurring issues and implement solutions.
• Communicate with buyers and customers via various channels including CRM, phone, email, online chat, and Q&A.
• Provide troubleshooting and solutions for product malfunctions.
• Achieve individual and customer performance targets while adhering to SLA standards.
• Escalate critical issues to internal teams or leadership.
• Collaborate with leadership to enhance service metrics and improve customer service quality.

Qualifications

• Minimum 2-3 years of experience in e-commerce, online sales, customer service, or related field.
• Strong attention to detail and ability to identify and correct errors or process gaps.
• Knowledge of major online marketplaces (Amazon, eBay, Walmart, etc.).
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office or Google Workspace, including Excel or Sheets.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with CRM platforms such as Zendesk.
• Experience with troubleshooting and tech support is a plus.

Schedule

This position is based in Sandpoint, Idaho and requires working onsite 4 days per week with a weekend rotation.