What are the responsibilities and job description for the Customer Support Agent position at V Shred?
V SHRED is looking to expand our customer service team! This high paced, metric based role is looking for an individual who is self motivated and a problem solver. This is a full-time, permanent position.
PLEASE NOTE: Due to Covid restrictions, current positions are remote. However, there will be a future in office requirement and the role is limited to those in the Greater Las Vegas area.
High-Level Responsibilities:
- Supporting customers across channels with day to day issues relating to e-commerce and virtual products through chat, email, and voice.
- This includes setting up returns, site navigation, and bug reporting.
- Secondary backend tasks relating to the support of the customer experience
- This includes processing returns once received, address verification, and other non-customer initiated tasks
- Assisting vertical teams including social media, loss prevention, and trainers as needed
- High quality, efficient production to meet pre determined metrics relating to performance including productivity and customer satisfaction.
- Identify and escalate technical issues and issues affecting revenue as the first line of defense
- Create a rapport during the conversation for potential upsell opportunities
- Innovative approach to problem solving and self discovery - attempts to answer questions with all available resources before escalating
- Sharing knowledge in peer slack channels and assisting team members in finding answers
Job Experience Requirements
- Exceptional verbal and written English communication skills
- Previous sales or customer service experience is a plus
- Ability to multitask across multiple channels (email, chat, voice)
- Ability to self manage daily tasks and productivity
- Ability to keep accurate and consistent records
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