Customer Service Representative

Customer Service Representative

Note: Applications are not accepted on-site at our warehouse.

Role Summary & Our A-Player Defined:

• Our A-Player Customer Service Representative embodies our commitment to excellence and authenticity. As a voice of our brand, you'll provide top-notch support via phone, email, and chat.
• You're a detail-oriented process enthusiast who excels at managing orders and enhancing customer experiences.
• You epitomize our core values - WORK, HUSTLE, KILL - with adaptability, integrity, and creativity.
• You're not just a team player; you're an unwavering champion for both our customers and our team.

Perks, Benefits & Logistics:

• In-House Gym, Sauna & Showers
• Employee Discounts across all of our companies
• Stored Kitchen - Healthy Snacks
• A “family-style team” with socials and activities throughout the year
• Paid training & trial period
• Many opportunities for growth within the company
• Monday-Friday on-site at our Kalispell Warehouse Headquarters with some schedule flexibility.
• Full-Time Hourly Employee w/ Benefits:
  • Health Insurance w/ Options for Dental & Vision
  • 6 Paid Holidays
    • • eligibility to shift to a salaried position based on the employee’s performance
  • $500 Sign-On Bonus!
    • $250 upon successful completion of the paid 30-day trial period
    • Additional $250 upon successful completion of 120 total days at the company
• Start Date: As soon as possible!
• Depending on the candidate’s verified skillset, experience, and references, this role is offered at an hourly pay of $25/hour.

Your Primary Responsibilities:
Note: Each category listed below is what you get to own fully in your role - even if tasks or situations arise that are not specifically listed in the examples.

• Support inbound customers through various channels:
  • Provide friendly, efficient, and accurate customer support in real-time via phone, chat, website, email, and on social media.
  • Address inquiries, resolve issues, and offer product information with clarity, patience, and empathy.
  • Respond to customer inquiries on our site reviews within a few hours, but no more than 24 business hours.
  • Handle negative customer site reviews within a few hours, but no more than 24 business hours.
• Acknowledge positive site reviews with genuine and unique responses within 48 business hours.
• Manage orders and returns:
  • Collaborate with the Warehouse Team for seamless order fulfillment.
  • Assist customers with order-related inquiries, modifications, and tracking.
  • Proactively communicate order-related issues and provide solutions.
• Complete outbound customer relationship-building calls and emails
  • Make outbound calls and emails to existing Flag customers to nurture relationships depending on quarterly projects and goals set by leadership, including conversations such as: asking for their feedback on products or website experience, how the garments fit, and if they have any questions about their recent order or experience, etc.
  • This isn’t about sales - it’s about relationships. Our brand was built on this and will forever pour into our family of customers. We want you to feel excited about the opportunity to connect in real-time with live Flag Nor Fail fans and nurture them or gain feedback from them so we can better serve our people!
• Enhance customer experience and team success:
  • Uphold our commitment to exceptional customer service.
  • Foster positive customer relationships and share feedback to the team for system or process improvement.
  • Monitor task deadlines, address bottlenecks, and provide updates on high-priority tasks.
• Communicate Effectively & Proactively:
  • Respond promptly to key contacts for issue resolution.
  • Offer solutions when reporting problems and share potential completion or timeline issues.
  • Utilize training and available resources for problem-solving.
  • Anticipate others' needs and questions to streamline communication.

Foundational Requirements:

• Reliable daily transportation to and from the warehouse, even in slightly inclement weather (it’s Montana!)
• 1 year of customer service or sales experience (e-commerce a bonus!)
• High technical proficiency and adaptability
• High school diploma or equivalent (preferred)

This Role Would NOT Be For You If:

• You don’t align with our mission or values
• You hate talking on the phone or in front of people
• You don’t love and embody what this role entails
• You have less than 1 year experience with customer service and/or sales
• You don’t have experience with handling multiple open loops at once and staying masterfully on top of timelines and next steps
• You are meek and timid around others
• You only want this gig temporarily
• You’re frequently “barely-on-time” or late to meetings
• You don’t have excellent English
• You want to take this role simply to advance your own business or platform
• Communicating with people makes you nervous, or irritated
• Technology scares or frustrates you
• You need to be able to start and finish projects completely and struggle with roles where responsibilities are ongoing with no concrete end-points
• You take constructive criticism personally or harbor resentment from it
• You’re extremely introverted and dislike working with people
• You're unreliable or take off work frequently
• You struggle with time management

You’ll Directly Report To:

• Chelsea Volk - Director of Operations
  • Chelsea will be your main point of contact, lead, and delegator. She will support you with training, work product review, team integration as needed for certain tasks, etc.
• Rob Bailey - Founder CEO Chief Brand Officer
• Drew Bailey - President Chief Logistics Officer Chief Financial Officer
  • Drew might work with you directly at times given his daily interactions with our warehouse team, and when Chelsea is out of office.

How You’ll Be Supported & Progress Reviewed:

• MWF 8am Team Huddle with Executive Leadership & Department Leads
• Weekly-Biweekly Meetings w/ Chelsea Volk & Warehouse Team
• Recurring 60-90 Day Mutual Performance Reviews Chelsea Volk

Flag Nor Fail is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or accommodation due to a disability, you may email us at customerservice@flagnorfail.com.

To all recruiters and agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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