Primary Responsibilities

• Interact day-to-day with customers via phones, providing them with a positive and helpful experience. Will be cross-trained on emails, chats, reviews, and socials to support the team as needed.
• Identify and assess customer needs to achieve satisfaction
• Provide expert answers to questions about orders, products, pricing, usage, ingredients, and availability
• Upsell, cross-sell and retain customers where appropriate
• Follow company communications guidelines and procedures under minimal supervision
• Approve and organize customer returns and exchanges
• Build sustainable relationships and trust with our customers through open and interactive communication
• Provide appropriate solutions and alternatives to customer feedback
• Report consumer insights to the manager (i.e. trends, product innovation, business and shipping feedback, etc).
• Other duties as assigned

Qualifications

• High school diploma
• Successful experience in a corporate environment
• 2-3 years experience working in customer support, specifically on phones
• Strong written and verbal communication skills; including active listening and clear articulation
• Ability to problem solve and alleviate conflicts or escalate tactfully
• Ability to multitask, manage time, and prioritize day-to-day responsibilities
• Ability to work individually and as a team
• Ability to report consumer insights to management
• Bonus: Experience using Shopify Plus, Yotpo, Google Suite, Monday, Slack, and Recharge