Customer Support Specialist

Why Broad Brook Ventures?
Founded in 2020, we are a profitable and rapidly-growing company looking to welcome new amazing individuals to our team. We believe that by nurturing and investing in our people, the path for career growth is limitless. At Broad Brook Ventures, you’ll be given the empowerment to take ownership of your work, asked to voice your opinion and cheered on with every creative approach you take. With paid onboarding & training, amazing culture and competitive pay, we believe that no matter what your background is, with the right amount of effort and dedication you can grow right along with us.

Customer Support Specialist
We are looking for an enthusiastic, well organized and customer focused support specialist that will handle all customer interactions and issues across all our platforms. The ideal person for this role is someone with a great amount of empathy that can always put themselves in their customer’s ‘shoes’ and treat all customers as if they were extremely important VIPs. They should understand that the customer is ALWAYS right, and should go above and beyond to turn initially negative customer experiences into extremely positive ones that cause them to leave glowing reviews about us and our products. The ideal person for this role truly LISTENS to customers and responds uniquely and exactly to their issues. Due to the nature of this customer-facing role, impeccable verbal and written communication skills are a must. We want someone who is self-reliant and proactive in coming up with solutions for customers before asking for help. The best candidates for this role will have extensive experience in customer support in ecommerce and managing and closing out support tickets.

Responsibilities:
– Perform daily Walk-The-Floor activities ensuring amazon product listings are in working order
– Diligently check for and respond to customer issues on Amazon Seller Central and go above and beyond to resolve their issues
– Monitor Amazon reviews and proactively reach out to customers who leave negative reviews and go above and beyond to solve whatever issue caused them to leave a negative review
– Monitor Amazon reviews and report and remove negative reviews that violate Amazon’s terms of service
– Monitor Amazon seller feedback and reply to all feedback; taking appropriate action to resolve customer issues who leave negative feedback
– Monitor Amazon seller feedback and report negative/erroneous feedback that violates Amazon TOS
– Monitor Amazon order returns for negative feedback and resolve customer issues as well as report and document potential product issue trends to supervisors
– Monitor Amazon and report any intellectual property violations to get infringing competing listings taken down
– Monitor customer service platforms like gorgias to respond to emails, calls, or texts from customers and go above and beyond to resolve their issues
– Monitor social media and YouTube comments and direct messages and respond to users and customers
– Determining the quickest and most effective ways to answer a customer’s questions and resolve their issues
– Ensure that customers are very satisfied with products or services
– Ensuring that all support tickets are responded to with lightning-fast speed and diligently following up to ensure tickets are resolved and closed out quickly
– Develop and maintain a deep & full understanding about the products and services we offer

Requirements
– Impeccable written and verbal communication skills
– Extensive previous experience as a customer support representative
– Extensive previous experience working with customer support platforms like gorgias to manage, create, and close support tickets
– Self-motivated and self-reliant to handle tasks quickly and seek out solutions and execute on their own
– Ability to multitask and prioritize and rapidly address customer issues
– Extremely well organized with the ability to ensure all customer issues are resolved and do not fall through the cracks
– High school level education or equivalent
– Proven track record demonstrating being an elite performer as a customer service representative

Bonus points
– Previous experience with Amazon Seller Central
– Previous experience with gorgias
– Creative thinker looking for ways to adopt more technologies, including AI

If this sounds like you…
Please send an email to recruiting+Click to view with the subject line “OJPH I Love Supporting Customers – [include your first and last name]”. In the body of your email please briefly explain why you’d be a great fit for this role as well as a brief description of your favorite television show and why. Additionally, please attach a copy of your resume as a pdf file.