Customer Support Representative

Patrick Adair Designs is an ecommerce jewelry company based in Salt Lake City, Utah. We specialize in handmade, made to order rings that are fully customizable. We are looking for a full time (40 hrs/week) customer support representative to help answer email tickets.

As a Customer Support Representative, you will be the frontline of our company’s interaction with customers. Your role is crucial in ensuring customer satisfaction, resolving inquiries, and providing exceptional support. You will be responsible for addressing customer concerns, providing product information, providing order updates, troubleshooting issues, and maintaining positive relationships with our clientele.

Responsibilities:

Respond to Customer Inquiries: Handle incoming customer inquiries via email, chat, or social media promptly and professionally.
Provide order updates: Since all of our products are handmade, to order this is the most popular type of ticket you will respond to and assisting the customer in providing an accurate shipping timeframe is crucial.
Provide Product Assistance: Assist customers with product information, features, usage guidance, and troubleshooting.
Resolve Issues: Address customer concerns and complaints effectively, striving for a satisfactory resolution in a timely manner.
Maintain Accurate Records: Document customer interactions, transactions, and inquiries accurately in the company’s CRM system.
Escalate Complex Issues: Escalate unresolved or complex issues to the appropriate departments or senior team members for further assistance.
Follow Up: Follow up with customers to ensure their issues are resolved and they are satisfied with the resolution.
Stay Informed: Stay up-to-date with product updates, policies, and procedures to provide accurate information to customers.
Provide Feedback: Gather customer feedback and insights to improve products, services, and customer support processes.
Handle Billing and Account Inquiries: Assist customers with billing inquiries, account management, and subscription-related issues.
Maintain Professionalism: Conduct all interactions with customers professionally, maintaining a friendly and empathetic demeanor.

Requirements:

Excellent Communication Skills: Strong verbal and written communication skills with the ability to articulate information clearly and effectively.
Empathy and Patience: Ability to empathize with customers’ concerns and remain patient, especially in challenging situations.
Problem-Solving Skills: Strong problem-solving abilities to address customer issues and find effective solutions.
Multitasking: Ability to manage multiple customer inquiries simultaneously while maintaining accuracy and efficiency.
Tech-Savvy: Comfortable using various software applications, CRM systems, and communication tools.
Team Player: Ability to collaborate effectively with team members and other departments to resolve customer issues.
Adaptability: Flexibility to adapt to changing priorities, processes, and procedures in a fast-paced environment.
Customer-Centric Mindset: A genuine passion for helping customers and ensuring their satisfaction with our products and services.

EACH POTENTIAL CANDIDATE WILL BE REQUIRED TO PASS A 50-60 WPM TYPING TEST

Preferred Qualifications:

Previous experience in customer support or a similar role (5+ years)
Familiarity with Shopify, Asana, Notion, Gorgias, G-Suite
Knowledge of the industry and our products/services.

Work Schedule:
Flexible but may need to work on the weekends/during busy sale times.