Customer Care Representative (Temp w/ Long-Term Potential)

The Customer Care & Call Center Representative will be responsible for, but not limited to the following, answering customer questions, attending to customer concerns, processing refunds, replacements, and orders, making product recommendations, helping customers track their order through email, chat, text, and phone call. The position will be directly supporting the Customer Care Department. The job requires a detailed understanding of the full GSuite and Internet software, such as Customer Relationship Management and eCommerce platforms, extreme competency at solving problems collaboratively, and relevant customer support experience in the past. This job requires an hourly, full-time (40 hr/wk) paid, fully-remote position. This job requires a flexible schedule and rotating weekend availability. The pay is $6.50 USD/hour. This is a temporary position with long-term/full-time potential.

Responsibilities

-Follow communication procedures, guidelines, and policies.
-Talk with customers by phone, text, email, social media, or web chat regarding product information, order questions, or changes in subscription service.
-Assist with the placement of orders, refunds, or exchanges.
-Proficient in taking payment information and other pertinent information such as addresses and phone numbers.
-Reach out to customers and verify account information via phone call, text, or email.
-Maintain customer confidence and protects operations by keeping sensitive information confidential.
-Capable of managing large amounts of incoming calls or open tickets.
-Identify and assess customers’ needs to achieve customer satisfaction; Go the extra mile to engage customers.
-Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
-Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
-The ability to identify with the feelings of others to communicate clearly, accordingly, and effectively both verbally and in forms.
-Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
-Ability to explain to customers the support processes within the organization.
-Capable of taking on new skills quickly to provide direct support to customers.
-Build sustainable professional relationships of trust through open and interactive communication.
-Provide accurate, valid, and complete information by using the right methods/tools.
-Contributes to team effort by accomplishing related tasks as needed.

Qualifications

-High school diploma or equivalent
-Must have previous experience in customer support and demonstrated ability to multitask, prioritize and manage time effectively.
-Ability to speak effectively before groups of customers or employees of the company.
-Strong verbal and written English communication skills.
-Basic mathematical ability.
-Ability to deal with problems involving a few concrete variables in standardized situations, being able to rationalize problems, and critical issues.
-Ability to understand and to carry out instructions furnished in written, oral, or diagram form.
-Ability to understand and carry out instructions furnished in written, oral, or diagram form.
-Business Process Outsourcing or call center experience.
-Amazon experience (strongly preferred).
-Shopify experience.
-Freshdesk or Zendesk experience.
-Great sense of humor and positive “can-do” attitude.

Physical Requirements

-Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
-This role involves sitting most of the time, but may also involve moving for brief periods of time.