E-Commerce Customer Support Specialist

Job Overview
Located in the heart of Sioux Falls, Roll N' Smoke is South Dakota's premier smoke shop, offering an extensive and diverse selection of tobacco and vaping products. We pride ourselves on providing exceptional customer service and a welcoming environment. We're looking for a dedicated and customer-focused individual to join our team as an E-commerce Customer Service Representative, managing and resolving customer inquiries and issues through our online channels. As our E-commerce Customer Service Representative, you'll be the primary point of contact for online customers, ensuring a positive and efficient experience. You will manage and resolve customer inquiries, complaints, and product issues via chat, email, and phone. The ideal candidate possesses excellent communication skills, a strong understanding of customer service best practices, and the software effectively.

Duties

• Customer Issue Resolution: Handle and resolve customer inquiries, complaints, and product issues in a professional, empathetic, and timely manner.
• Customer Service Software Proficiency: Utilize and navigate customer service management software to track, manage, and resolve customer issues.
• Return & Refund Management: Evaluate product issues and authorize returns and refunds in accordance with company policies, demonstrating sound judgment and decision-making.
• Multi-Channel Communication: Communicate clearly and effectively with customers via chat, email, and phone, maintaining a consistent and professional tone.
• Product & Policy Expertise: Develop and maintain a thorough understanding of our product lines and the specific return/refund policies for each product, ensuring accurate information is provided to customers.
• Customer Interaction Tracking: Document and update all customer interactions, decisions, and resolutions in our customer service management software (e.g., Google Contact Center, Zoho Desk, etc.).
• Cross-Functional Collaboration: Collaborate with other departments, such as shipping and fulfillment, to ensure a seamless customer experience and resolve complex issues.

Experience

• Previous experience in an office environment or customer service role is preferred.
• Proficiency in data entry and familiarity with e-commerce platforms is highly desirable.
• candidates are encouraged to apply, as this will enhance communication with a diverse customer base.
• Experience in call center operations or client services is a plus.
• Strong organizational skills with the ability to manage multiple tasks simultaneously while maintaining attention to detail.

Requirements:

• Proven experience in customer service or a related field, preferably in an e-commerce environment.
• Excellent communication skills, both written and verbal, with a focus on active listening and clear articulation.
• Strong problem-solving abilities and sound judgment in making decisions, especially regarding returns and refunds.
• Proficiency in using customer service management software (e.g., Google Contact Center, Zoho Desk, etc.).
• Strong memory and attention to detail to accurately apply product policies and procedures.
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability.
• A genuine passion for providing outstanding customer service and exceeding customer expectations.
• Ability to learn product information rapidly.

If you are passionate about e-commerce and possess the skills outlined above, we invite you to apply for this exciting opportunity!

Job Type: Full-time

Pay: $15.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• Health insurance

Shift:

• 8 hour shift

Application Question(s):

• why are you interested in this position?

Ability to Commute:

• Sioux Falls, SD 57106 (Required)

Work Location: In person

Salary : $15 - $20