Customer Service Representative (Remote)

Position Summary:

The primary objective of the customer service representative is to field incoming complaints or damages, sample requests, orders, and monitor the web store. A customer service representative specializes in proposing cost-effective resolutions for customers while protecting the company’s revenue and reputation. Customer service associates work closely with management to mitigate risk, process returns, and handle complicated challenges that may arise while maintaining a respectful, professional relationship with the client.

Duties:

• Field emails via website that go directly to customer service email group
• Respond to Benchmark leads that come through the website & are assigned accordingly in a timely manner
• Communicate effectively to customers by email & phone
• Communicate effectively to all internal departments
• Attention to detail for order placement & data entry
• Answer incoming phone calls and respond or forward as necessary
• Resolve customer concerns, pricing complaints, & shipping issues or work with appropriate supervisor/manager/department as needed to handle in a timely manner
• Maintain professional relationships with customers to retain business
• Monitor sales queue & process backorders in line
• Send samples to customers via sample portal, follow up with customers as needed
• Process web, email, PO, & verbal orders correctly
• Assist customers with issues that arise with e-commerce order placement & account management
• Navigate magento (back end of website) competently & make appropriate changes
• Monitor web queue of orders
• Respond to online chats via LuckyOrange

Qualifications:

• Minimum of (1) year work experience
• Bachelor’s Degree preferred but not required
• Basic math competency and comfortable working with numbers
• Ability to craft clear, professional emails
• Familiarity with basic functionality of Excel
• Proven time management, organizational, and prioritization skills
• Ability to work independently or in a team atmosphere
• Ability to multi-task and react to urgent requests dutifully
• Strong attention to detail

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Remote

Work Location: Remote