Customer Service Specialist

Location: Exeter, NH | Onsite

About The Opportunity

A growing company is looking to add a Customer Service Representative to their customer service team. This role is ideal for someone who enjoys helping customers, solving more complex issues, and working as part of a collaborative team. You’ll handle escalated and higher-level customer inquiries that require additional research, problem-solving, and decision-making. The role is approximately 80% customer service and 20% front desk support, with some responsibility for reviewing potentially fraudulent orders.

Responsibilities

• Handle complex and escalated customer inquiries by phone, email, and chat.
• Research issues, resolve customer concerns, and process refunds when appropriate.
• Support the Tier I customer service team with escalated issues and requests.
• Manage advanced order inquiries and coordinate with delivery carriers as needed.
• Follow up on open issues to ensure timely and positive resolutions.
• Review orders flagged by fraud-monitoring software and determine appropriate next steps.
• Provide front desk coverage, including greeting visitors and handling incoming mail and packages.
• Collaborate with internal teams and assist with special projects and process improvements.

Requirements

• Previous experience handling customer service calls, particularly in a high-volume environment.
• Strong communication, problem-solving, and de-escalation skills.
• Technically savvy and comfortable learning new systems; CRM or ticketing platform experience is a plus.
• Detail-oriented with the ability to research information and make sound decisions.
• Comfortable handling financial transactions such as refunds.
• Eager to learn, collaborate, and contribute to a team.
• Ability to remain calm and professional when working with frustrated customers.
• MS Office experience, including Word, Excel, and Outlook, preferred.

Schedule

Monday-Friday, 9:00 AM-6:00 PM. Overtime will likely be required during the busy holiday season.

Pay

$22-$24/hour