Online Chat Specialist

Position Overview
We are seeking a friendly, reliable Remote Online Chat Specialist to join our team. In this entry-level role you will be the voice of Johnson Mercantile in our online chat platform — connecting with customers, answering product questions, assisting with orders, and supporting our brand’s commitment to excellent service. This is a remote role, ideal for someone who enjoys helping others, is comfortable using chat software, and thrives in a fast-paced e-commerce environment.

Key Responsibilities

• Respond to customer inquiries via live chat, providing prompt, accurate, and courteous support.
• Assist customers with product questions (e.g., ingredients, usage, scent options) and guide them through the ordering process.
• Monitor incoming chat requests and ensure response times meet company-standards for service.
• Update order statuses, track inquiries, and escalate more complex issues to the Customer Support Manager.
• Document customer interactions and feedback in our CRM or chat platform for continuous improvement.
• Collaborate with the product team and operations team to stay up-to-date on inventory, product variants, and promotions.
• Contribute to the enhancement of our chat scripts and knowledge base with suggestions based on customer feedback.
• Maintain a professional, friendly tone consistent with our brand’s values of community and care.

Qualifications & Skills

• At least 0-2 years of customer service experience (chat, email, phone) — previous e-commerce or skincare product experience a plus.
• Excellent written communication skills: clear, friendly, and professional.
• Comfortable working remotely with own computer, reliable internet connection, and quiet workspace.
• Ability to multi-task: handle simultaneous chats, access product information, and update internal systems.
• Strong attention to detail and ability to read and understand product ingredients and descriptions.
• Self-motivated, able to work independently, and flexible to cover varying hours (including some evenings/weekends as needed).
• Familiarity with chat platforms, CRM systems, and e-commerce order flows a plus (training provided).
• Passion for natural skincare and commitment to delivering exceptional customer experience.

Compensation & Benefits

• Remote work: work from home with flexible scheduling options.
• Opportunity for growth within the company (e.g., advanced customer support, product specialist, operations).
• Employee product discounts on all Johnson Mercantile products.
• A supportive, family-oriented environment aligned with values of community and care.