Customer Service Representative

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.

Roles 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 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 *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