What are the responsibilities and job description for the Remote Customer Support Specialist-Marketplace position at LAMPS PLUS?
Description
Job Title : Remote Customer Support Specialist
This is a fully remote position, candidates must reside in : Texas, Arizona, or Nevada.
We are seeking a entry level Remote Customer Support Specialist- Marketplace Department. Under the supervision of the Marketplace Manager- Email, the Remote Customer Support Specialist- Marketplace acts as the primary point of contact for all inquiries and issues involving Internet Marketplace Customer Service via email acting as a liaison to the Processing Department team.
JOB DESCRIPTION
- Handles incoming Lamps Plus and Marketplace Customer Service related inquiries from various Marketplace and other channels via email assisting customers with order changes; status updates cancellations, etc. while focusing on solving any customer problem on the first attempt.
- Handle customer concerns with empathy and presents Lampsplus.com in a positive light at all times.
- Prevents customer returns and ensures customer retention by reasonable negotiations. Provides solutions that are beneficial to the company and attractive to the customer.
- Contacts customer via phone when possible to resolve customer inquiries and issues in a timely manner.
- Demonstrates self-confidence and a desire to go the extra mile to take care of the customer from A-Z in order to create a positive customer experience every time.
- Partners with Management on escalated customer and product issues. Identifying trends on issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms including employee errors on orders, product misrepresentation, etc.
- Provides pro-active, consistent follow-up to all customer inquiries, either via phone / email. Responds and replies to every customer email upon receipt.
- Documents a complete summary of the customers' inquiry, actions taken, and expectations set forth on the respective order.
- Maintains standards set forth by the company QA program providing the highest quality of service while demonstrating improvements when necessary determined by QA team and management.
- Takes on the Customer Support Specialist role for the Email team as needed.
- Performs other duties as assigned.
JOB REQUIREMENTS
Internet Connectivity Guidelines
As a condition of employment, employees must provide and maintain High-Speed Internet connection that meets the Lamps Plus Internet Department requirements at all times to maintain employment. Employees who are unable to provide and maintain required internet service that meets our specifications may be terminated from their employment at Lamps Plus.
Equipment
Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.
