What are the responsibilities and job description for the Customer Service Representative position at VESSEL?
The Customer Service Representative serves as the first point of contact for our valued customers, providing exceptional support to address inquiries, resolve issues, and ensure a positive experience. Responsible for handling a variety of customer interactions through multiple channels, including phone, email, chat, and in-person. This role requires strong communication skills, empathy, and a dedication to delivering solutions that meet or exceed customer expectations.
Duties and Responsibilities
- Handle incoming calls, chats, and emails through Gorgias with professionalism and efficiency, aiming to exceed customer expectations and meet KPI goals.
- Provide knowledgeable, friendly support by explaining the features and benefits of current and past VESSEL product lines.
- Assist customers with order inquiries, returns, exchanges, and warranty claims in coordination with Returns & Warranty Specialists.
- Support overflow sales requests from wholesale accounts, using sales skills to recommend and upsell complementary products.
- Troubleshoot shipping, tracking, and delivery issues involving carriers like FedEx, DHL, and USPS.
- Stay informed about VESSEL product updates and relevant industry trends.
- Use Gorgias, Shopify, Google Workspace, and Microsoft Dynamics Business Central to manage customer data and workflows.
- Provide in-person customer assistance in the showroom, including product guidance and checkout support.
- Collaborate with the warehouse team to address fulfillment or product repair-related questions.
- Take ownership of special projects and training assignments as needed.
Requirements:
- 1 year of Customer Service experience
- High school diploma
- Available to work in person in Carlsbad, CA, at least 4x per week
- Schedule: Monday-Friday 8 AM - 4:30 PM *Occasional weekends as needed. Hours are subject to change during holiday and peak seasons.
- Strong verbal and written communication skills to interact clearly with customers, vendors, and other employees
- Organization skills to keep accurate records and find important information quickly and efficiently
- Time management skills to prioritize and complete a wide variety of tasks throughout the day
- Patience and empathy are required to respond appropriately and interact positively with upset customers
- Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive