Customer Service Representative

Overview

THIS ROLE IS DENVER/BOULDER BASED ONLY

Pact is hiring an online Customer Service Representative (CSR). This position is responsible for empathetically caring for our customers’ needs in both spoken and written word. The CSR will offer day-to-day support by way of phone calls, email cases, and live chats in all matters pertaining to Pact products, policies, and procedures. The CSR has experience working in online customer service and can easily use related concepts, practices and procedures within the eCommerce service field. Primary job functions require exercising independent judgment and facilitating a seamless and amazing experience for Pact customers. The ideal candidate should be a fast learner, responsible, organized, well-spoken, and self-motivated.

We are Pact.

At Pact, we design authentic apparel and home goods rooted in our desire to live a modern, organic lifestyle. Our goal is to democratize organic cotton by providing quality products at accessible prices -- bringing the purest ingredients direct from the farm to people's closets.

This matters because textiles are the 2nd most toxic, polluting industry on earth. We want people to have alternative, healthier options for themselves and the planet without sacrificing style, comfort or expense. Our big dream? One day, organic will be an entirely unnecessary adjective.

Founded in 2009, Pact is known in the apparel industry as a leader in making super soft, high- quality, organic, fair trade clothing. All Pact apparel is sweatshop-free, ethically-produced, and part of a movement transforming the way apparel is made. Pact’s vision is to connect clothing buyers to makers by building traceable supply chains, empowered by people, that will change the everyday apparel category

Learn more at https://wearpact.com/about.

Responsibilities

1. Conducts customer service communications via calls, chats, and emails.
2. Confers with management, supervisors and other employees to gain knowledge of work situations to better understand policies, procedures, regulations, business initiatives and technologies.

3. Formulates customer solutions by relying on Pact policies and your best judgement.
4. Uses several systems per day to achieve high recording of information and tracking of solutions.
5. Resolve product or service problems and barriers by clarifying the customer’s needs, determining the cause of the situation, selecting and explaining the best solution to solve the problem, expediting corrective action, and following up to ensure resolution.

6. Be optimistic and contribute to the positive experience of our customers and our work environment.

About You

● Effective verbal, written, and interpersonal communication skills

● Extreme customer focus and ability to resolve issues while creating a delightful and surprising experience

● Communicates efficiently & effectively, working collaboratively in an open environment with product and operations teams and cross-functional partners.

● Strong organizational skills and high attention to detail and accuracy

● Willingness to be flexible to changing demands and respond to feedback

● A passion for empowering customers to make tomorrow better than today.

● Ability to adapt and work in a fast-paced, structured environment

● Have a minimum of 2 years previous experience working in an Ecommerce Customer Service role with minimum 1 year phone-based experience

Service role

● Proactive thinking, initiative, and composure in a fast-paced environment

● Entrepreneurial sensibility, collaborative and flexible working style

● Understanding of basic computer skills, G-Suite proficiency, ability to learn new systems.

● Familiarity with organic and Fair-Trade standards preferred

Other Responsibilities

● Recommend potential products to customers as they contact us to place an order.

● Deep dive customer issues as related to the information that is located in their online and NetSuite accounts.

● Manage large amounts of incoming volume related to phone calls, live chat, and email cases.

● Identify and assess customers’ needs to achieve satisfaction. Help to generate online sales.

● Build sustainable relationships of trust through open and interactive communication.

● Meet personal/team production, satisfaction, and wait time targets.

● Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure proper resolution.

Position Type/Expected Hours of Work

This is a full-time position. Customer Service operations are Monday through Friday, 8:00 a.m. to 4 p.m. Peak season hours are subject to change and will require some weekend work.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

● Dental insurance

● Health insurance

● Life insurance

● Paid time off

● Vision insurance

● Work from home

Schedule:

● 8 hour shift

● Monday to Friday

Supplemental pay types:

● Bonus pay

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 10 years
• 11 years
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Colorado: Relocate before starting work (Required)

Work Location: In person

Salary : $18 - $19