To $15/hr, part time flexible shifts, can become full time (with raise to $18/hr) after 1 year of continuous employment and excellent performance.

Online Customer Service Chat Representatives provide quality and professional customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The positions are directly responsible for creating an effortless customer experience by answering questions about products, orders, and services available through the websites e-commerce platform. The representatives will interact with multiple customers through a chat or messaging platform on a daily basis and perform sales and product/order inquiry transactions. 

Representatives are expected to find ways to satisfy customer needs and to simplify the customer experience. A high expectation of customers include representatives speed to solution, accurate information, empathy, and attention to detail. The representative will act in a way that positively represents the Company and increases the customer s likelihood to shop again.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

20%- Answers inbound chat and/or messaging requests from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service during transactions regarding product inquiry, order placement, and order follow-up. Documents details of customer interaction.

20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.

20%- Keeps customers informed on the status of their order, reconciles errors in a cost effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.

10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.

20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.

10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.

Minimum Qualifications:

Ability to type faster than 25 words per minute

3 or more years of customer service or retail sales experience is preferred.