What are the responsibilities and job description for the Customer Success Agent position at Talent Acquisition/Human Resources, The Aaron's Family of Companies?
We are BrandsMart – A leading Consumer Electronics and Appliance Retailer in the Southeast. With retail stores in Florida and Georgia and a growing e-commerce presence, BrandsMart USA has a legacy of offering your favorite brands at the lowest prices. We provide our team members the opportunity to reach their full potential in a high-energy, incentive-based environment with competitive benefits. This is much more than a job – it is a career with purpose.
The Customer Success Agent plays a vital role in delivering exceptional customer service across all BrandsMart USA touchpoints, including in-store, online, and third-party marketplaces. This role requires a proactive, energetic, and customer-focused individual who thrives in a fast-paced retail and e-commerce environment. The ideal candidate will handle customer inquiries, support order-related requests, manage returns, and respond to online reviews and social media interactions - ensuring every customer receives a positive and seamless experience.
Key Responsibilities
· Provide outstanding customer support across multiple channels including phone, email, in-store escalations, website chat, and social media
· Manage and respond to customer inquiries related to e-commerce orders, shipping updates, returns, refunds, and service issues
· Handle marketplace customer service communications through platforms such as Amazon, eBay, and others
· Monitor and respond professionally to online reviews and customer feedback on platforms including Google, Yelp, social media, and other review sites
· Collaborate with internal teams including store operations, logistics, and sales to resolve customer issues promptly
· Maintain accurate customer records and follow up on open cases
· Deliver a customer-first experience by demonstrating empathy, patience, and urgency in solving customer challenges
· Support omnichannel service initiatives and help enhance the overall customer journey
· Uphold BrandsMart USA’s standards of professionalism, courtesy, and efficiency in all interactions
Qualifications
· Minimum 2 years of customer service experience (retail, call center, e-commerce, or related field)
· Bilingual in English and Spanish strongly preferred
· Experience managing customer inquiries on e-commerce marketplaces such as Amazon and eBay
· Knowledge of e-commerce support functions including order management, shipping updates, returns, and refund processes
· Proven experience supporting customers across multiple channels (stores, website, marketplaces, social media)
· Strong verbal and written communication skills with an ability to remain professional, polite, and patient
· Proactive and results-driven professional with a positive, can-do attitude
· Ability to multitask and prioritize in a fast-paced environment
· Team player with a collaborative mindset and willingness to support others
· Tech-savvy and comfortable navigating customer service platforms, CRM tools, and marketplace dashboards
BrandsMart Total Rewards
Our team members are our greatest asset. As an expression of our appreciation, BrandsMart is proud to offer competitive performance incentives, excellent advancement opportunities, and a distinctive benefits package which includes:
- Employee assistance program
- Employee purchase program with exclusive discounts
- Physical and financial well-being programs
- 401(k) plan with contribution matching
- Paid time off, including vacation days, sick days, and holidays
- Life and disability insurance
- Medical, dental and vision insurance
- Pay on Demand
**Benefits vary based on full- and part-time employment status.
About BrandsMart
At BrandsMart, we sell a wide variety of consumer electronics, home appliances, furniture, and accessories throughout the Southeast United States. Our customers shop at BrandsMart for the same reason you should choose us for the next step in your career – our focus on being a premier retail leader and providing a customer experience that is second to none. If you are looking for a company with passion and a dedication to our customers and team members alike, join us today.
BrandsMart is committed to creating a diverse and inclusive work environment, celebrates our team members’ differences, and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, pregnancy, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, military duty, gender expression, genetic information, or any other protected class. Candidates who require accommodation during the recruitment process should contact hrsupport@aarons.com.
BrandsMart is an Equal Opportunity Employer.
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