Customer Service Representative (E-commerce Call Center)

We are currently seeking an experienced individual to be our next Customer Service Representative to join our team in City of Industry, CA 91748.

About the Role

Corresponds to customer inquires via email and phone. Required to interact with customers by phone, email and live chat while ensuring all buyers to achieve an overall satisfactory experience.

What you will do:

Core duties and responsibilities include the following.

• Following established guidelines and protocols, ensure buyers achieve overall satisfactory experience and resolve complaints from customers regarding billing charges, damaged goods and specific product fitments.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times. Interact with customers via email, phone and live chat to provide information in response to product inquiries and address concerns.
• Ability to resolve complaints from customers regarding billing charges, damaged goods and product defects.
• Provide customers with assistance with manuals, troubleshooting guides and installation process. Assist customers with shipping issues such as, changing address, return to sender and contacting FedEx to resolve any shipment concerns or issues. Ability to complete emails and follow ups for customers using Zen desk platform.
• Required to handle 50 inbound and outbound calling.
• Required to handle live chat for multiple websites. Communicating and coordinating with colleagues as necessary.

Other duties and responsibilities include the following.

• Contact product support department to answer specific fitments and detailed installations.
• Work with management or supervisors for approvals on reimbursements/returns. Prepare summaries, reports and special projects as needed.
• Assist with training new hires as directed by supervisor or manager.
• Other duties as directed by immediate supervisor or Key Executive of the Company.
• Comply with all company and regulatory safety requirements.
• Maintain a clean work environment.

Our Perfect Candidate:

• Must be able to work full time.
• Minimum of 1 year experience in Ecommerce Customer Service field.
• Computer literate and proficient with Microsoft Office applications (Excel and Word).
• Type 35 wpm accurately.
• Must have strong communication, customer service, and organizational skills.
• Ability to multitask in a fast paced environment Ability to stay calm when customers are stressed or upset.
• Computer literate Ensure customer satisfaction and provide professional customer service.

Company Offers:

• Competitive salary will commensurate with experience and education
• Comprehensive benefit package available (100% paid healthcare, vison, dental, and life insurances; 401k plan with match; paid vacation, sick days, personal time off, and holidays)
• Employee Discounts
• Employee Assist Programs

**The current position offers a Monday-Friday schedule within the hours of 6am-4pm.

*This position is NOT remote

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Are you available to work between the hours of 6am - 4pm?

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person