Customer Service Representative - Tier 1

Responsibilities

• Process customer returns and issue refunds
• Create package replacements
• Support store associates
• Guide customers through their shopping experience
• Handle technical issues and triage issues with other departments

Essential Job Functions

• Provide above and beyond service across multiple channels
• Ensure all customer service cases/activities are resolved
• Document customer service interactions in Shopify and Zendesk
• Follow Customer Service procedures for escalations
• Communicate effectively with management on process improvements
• Achieve performance expectations and KPIs
• Adhere to Quality Assurance standards
• Contribute to team efforts to meet department objectives
• Answer product-related questions and provide effective solutions

Job Qualifications/Requirements

• Knowledge of Zendesk is a plus
• Available during business hours, including evenings and weekends and holidays
• Problem-solving skills and ability to work with internal resources
• Polite, friendly, and cheerful attitude
• Reliable attendance and punctuality
• Strong multi-tasking skills
• Type 45 WPM and clear, articulate speaking voice
• Command of the English language; bilingual in Spanish a plus
• Basic computer/internet skills, Word/Excel proficiency
• Mathematical and organizational skills

Physical Demands

• Sit at a desk/computer all day
• Fast-paced, indoor environment