Customer Service Rep

We are an e-commerce Home Décor retail brand that simplifies the home decorating process and brings warmth and serenity into customers’ homes. We are looking for a self-starter with an entrepreneurial spirit to join a fast-growing e-commerce brand. This is an exciting opportunity to help manage critical operational functions, engage with customers and have a true impact on the growth and success of an e-commerce business.
As a Customer Service Manager you will be responsible for the customer success operations for our e-commerce brand. The ideal candidate is proactive, detail-oriented, customer-minded and a great communicator with an entrepreneurial spirit. A successful candidate will be able to take ownership for effectively solving customer issues, complaints and inquiries; and keeping customer satisfaction at the core of every decision and behavior in addition to being able to identify opportunities to upsell, create brand partnerships, etc.
This role is a remote, full-time position with operational hours in the Los Angeles (PST) timezone.
Key Responsibilities:
• Servicing customers for various issues through emails and social media.
• Develop and maintain a vast knowledge of products and offerings.
• Build and manage FAQ pages and chatbots to automate customer service efficiencies.
• Set up and manage a returns system to efficiently track and manage returns and inventory.
• Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
• Track recurring trends and implement solutions to mitigate similar problems from occurring.
• Collaborate with internal teams to improve the customer experience and ensure a feedback loop.
• Assist with order fulfillment and various other operational duties, as needed.
Minimum Qualifications:
• 3+ years Customer Service experience; E-commerce industry strongly preferred
• Excellent communication, interpersonal and organizational skills
• Strong customer service orientation with demonstrated commitment to creating positive customer interactions and experiences
• Product-minded with aptitude for product details
• Detail-oriented, including ability to deliver thorough, accurate information to customers and closely follow Standard Operating Procedures
• Desire for continuous learning and development within a team environment
• Must thrive in a fast-paced environment and demonstrate an interest in Home Décor
Preferred Qualifications:
• Experience with a customer service software solution (Re:Amaze, Gorgias, Zendesk, etc.)
• Creative thinking / Open-mindedness – Ability to try alternative approaches to achieve a goal
• Willingness to assist with a variety of core business tasks, learn at a fast pace and desire to grow with the organization
• Experience with Shopify a plus
• Knowledge of Interior Design a plus

*Please note this is a full time position and we will not consider any candidates with any other jobs (including part time).

Please include the following along with your application
1.) Resume
2.) Internet speed test results: (Click to view)
3.) Your DISC results (DISC tests can be found free at Click to view)
4.) Please include the word “platinum” in the title of your application to be considered.

Please also answer the following questions:
1.) How many years of Shopify experience do you have?
2.) Have you worked with Re:Amaze for ticketing and customer support? If yes, how long?