CSR - Customer Service Representative

Vimergy is a fast-growing VMS brand in the ecommerce space, and we are looking for an exceptional Customer Service Representative (CSR), a caring, empathetic, professional person with strong work ethic and a desire to help people. The Customer Service Representative (CSR) supports the Company’s customers by providing product information, addressing inquiries and resolving technical issues.

This is a hybrid, full time role, Monday through Friday, working from your home 4 days a week and 1 day a week at our climate-controlled warehouse in Jacksonville Beach, reviewing returns and quality control. Some in-person trainings and meetings are required. When you are working from home, a quiet, dedicated office space free from noise and outside distractions is required, productivity goals must be met monthly. Our customer support hours are from 9:00 am to 5:00 pm. with scheduling options between 8:00 – 6:00 PM.

This role is rewarding, low stress, and our customers are great.

ESSENTIAL FUNCTIONS:

• Handle customer inquiries, orders, refunds, and complaints via phone, email and chat.
• Provide information about the products and services.
• Troubleshoot and resolve product issues and concerns.
• Good working knowledge of products and services.
• Have a clear understanding of what claims you can and cannot make.
• Process returns submitted to our warehouse.
• File shipping claims.
• Maintain productivity standards, performance 95-100% monthly.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Identifying and assessing customers’ needs to achieve satisfaction.
• Fields customer questions and complaints; when the issue requires escalation, the CSR will forward the issue to their supervisor or other appropriate staff.
• Ensures that appropriate actions are taken to resolve customers' problems and concerns and follow-up with customer.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints and comments.
• Follows communication procedures, guidelines, policies and processes.
• Performs other related duties as assigned.

SKILLS:

• Service-oriented, (empathetic, responsive, patient, and conscientious).
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Self-starter, can organize themselves to work on their own without direct supervision
• Ability to communicate with compassion and patience
• Ability to multi-task, prioritize, and manage time effectively.
• Positive and professional demeanor.
• Excellent written, verbal and active listening communication skills

KEY PERFORMANCE INDICATORS (KPI):

• Meet or exceed expected service volumes and quality levels.
• Identify gaps/inefficiencies and take corrective action.
• The application of time management skills and the proven ability to meet deadlines.
• The cultivation of Interpersonal relationships, building and maintaining strong lines of communication with external customers, as well as strong team relationships.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• High School Diploma and .
• Proficiency on computer, running multiple software applications simultaneously, have a sense of urgency.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Working knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Experience with Shopify, Shipmonk, Five9, Recharge preferred.

PHYSICAL REQUIREMENTS:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds if needed.

Featured benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• PTO (Paid Time Off – to be used for vacation, sick days, personal time)

Job Type: Full-time

Pay: $18.02 - $18.82 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Morning shift

Work Location: Hybrid remote in Jacksonville Beach, FL 32250

Salary : $18 - $19