Job Title: Customer Service Representative

Job Description: We are seeking a dynamic, dedicated, and enthusiastic individual to join our Customer Service team. As the primary point of contact for our marketplace, the Customer Service Representative (CSR) embodies the personality and values of our brands. The CSR is tasked with delivering empathetic and genuine customer service to both existing and potential customers, aiming to create a lasting and positive impression.

Key Responsibilities:

• Handle inbound calls
• Engage in live chat support
• Resolve customer tickets efficiently
• Demonstrate comprehensive product knowledge

Duties and Responsibilities:

• Answer incoming calls and relay messages in a positive and professional manner, adhering to our brand voice and policies.
• Take a sincere interest in addressing and resolving customer problems or complaints, focusing on identifying the root cause.
• Build genuine rapport with customers, employing creative solutions to fully meet their needs.
• Assist customers with various inquiries such as product information, quotes, ordering, order tracking, complaints, invoicing, and other issues, ensuring a sense of urgency.
• Act as the initial point of contact for incoming complaints, gathering relevant information and participating in decision-making on how to address them.
• Develop a thorough understanding of all products and customer options.
• Implement and adhere to policies and processes related to purchasing, returns, and exchanges.
• Identify opportunities for improving the efficiency of assigned functions.
• Perform additional duties as assigned.

Other Requirements:

• Preferably holds an Associate's Degree or equivalent training and relevant experience.
• Demonstrated experience in telephone sales and customer service within a fast-paced, small office environment.
• Excellent professional communication skills with appropriate grammar, covering various communication tools such as business correspondence, email, and telephone calls.
• Ability to multitask with meticulous attention to detail.
• Strong critical thinking abilities.
• Effective time management skills.
• Demonstrates a proactive "Take Charge" mentality and maintains professionalism in interactions.
• Ability to think independently while contributing to team objectives.
• Proven track record of contributing to team goals.
• Familiarity with platforms such as Gorgias (CRM), Shopify Plus, Shipstation, and Cloud-Based Phone Systems.