Hello there!
Hope you having a good day!
This is a full-time position for a customer service person. We do NOT have a lot of calls; so we are looking for someone who will learn to be an expert in our (and our competitor’s) product and be able to answer people’s questions.
WHO WE ARE:
We are a small team of 7 (all virtual) that works together to sell online. We make safety easy for our customers and we do that specifically by selling handrails.
Our Mission: We help our customers with limited resources, time, and skills to keep their loved ones safe. ??We believe everyone should easily be safe. And we can do that with our easy-to-install DIY railing. ??
——–WHO WE ARE LOOKING FOR IN VALUE:
-KISS It (Keep it simple Stupid)
^^ Your resolution should be well thought out and very simple. Don’t make a complex resolution.
-Purposeful Design
^^ Your responses/answers should be very intentional. There shouldn’t be a lot of back and forth with the customer because you are not thinking in advance and answering the core of their problem
-Delight Stakeholders
^^ Quick response & appropriate solutions
——Your role
1) Really understand the product, the issues, and our process/resolution (this will help you do your job well)
2) Mostly respond to the 5-10 phone calls during 9a – 5p PST (or EST.. flexible in time)
^^ You really have to help resolve the problem and get to the solution (what the customer is really wanting to happen)
3) Make note/tag the type of questions/issues (and make a log so we can improve our system/product)
4) Study the customer reviews/feedback on our amazon product listing (so you can help make suggestions on how to improve the product/process)
5) Data entry (make labels/ship things on FBA or another shipping platform, either for inbound or for customer spare parts)
6) Handle my schedule (google calendar and coordinate/remind people who have an appointment with me)
7) Research of personal things (you will act in part like a personal assistant to me when I need an appointment made or look up some info)
8) Work with logistics to ensure that all things needed to support the customer needs are available
9) Admin work and minor Adhoc tasks assigned
—– What the day is like & SLA
1) Reply to the customer always within 5 minutes
^^ I really do not care if you watch videos all day long at work as long as you are meeting this SLA. In fact, I prefer you to be attentive around the computer and be on the lookout for new messages/tickets (especially SMS; people LOVE a quick response)
2) Resolve all issues by end of the day (you can snooze if we are waiting for a customer or another person’s reply/info)
3) Fill out an End of Day report to confirm you have done all the required checklist/tasks for the day (it’s the same daily)
4) Fill out an End of Week report to think about how the week went and anything can be improved (same weekly)
5) You are expected to provide complete resolution to exactly what the customer is trying to do (not necessarily what the customer is asking about… we are to provide EXCEPTIONAL customer support. Our customer service is about quality, NOT quantity. Please understand this and if this is not you, it’s ok and please do not apply).
—– Growth opportunity
– We are an e-commerce company and always looking for someone to keep growing with us.
——–Experience Requirement———
– 3 Years of Customer Service Experience
– You must have 50mbps CONSISTENTLY for internet
– You must have a phone that has data + install/use slack
——–To Apply:
1) Please take a 5 minutes behavioral assessment: /DGW4/8f4b6c0f-9e09-4372-8686-c5d9ab938726?type=candidateba
2) Please message with the title: “R2D2 CS”
3) Please answer this 1 question: We don’t have a lot of calls so your job is not like BPO where you are graded by volume. Instead, this job is all about really helping the customer identify the issue and going the extra mile to ensure the customer is fully taken care of. So the question is can you describe a few instances where you’ve done this?
4) Any amazon experience? (not required but good to know)
APPLY FOR THIS JOB:
Company: CR Fence & Rail
Name: Richard
Email: