Retail Customer Service Expert
Job Description:
- Provide customer support via telephone, instant message, and email.
- Handle customer inquiries and resolve basic issues involving address changes, order processing, warranties, billing, and payments.
- Transfer product- or service-related issues to the appropriate Product Support Specialist or department.
- Serve as the primary contact for inbound business-customer issues.
- Process a high volume of inquiries and resolve a targeted percentage of them.
- Troubleshoot customer problems, identify root causes, and use tools and resources to determine solutions.
- Escalate unresolved issues and follow up with coaching and mentoring to expand product knowledge.
- Track and document inbound support requests and customer issues.
- Update customer information and accurately enter contact details.
- Meet quality, schedule-adherence, and average-handle-time standards.
- Provide guidance and mentoring to less experienced associates as needed.
- Perform other related duties as assigned.
Requirements:
- High School Diploma or equivalent.
- Minimum of 6 months of customer service experience.
- Must be 21 years of age or older.
- Ability to type at least 25 words per minute.
- Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
- Customer service and/or sales experience preferred.
- College degree preferred but not required.
- Ability to follow established procedures and maintain customer-service focus.
- Ability to collaborate effectively with team members, supervisors, and support departments.
- Outstanding communication, listening, and analytical skills.
- Strong organizational and problem-solving skills.
- Ability to prioritize tasks and work well under pressure.
- Ability to adapt to feedback, evolving policies, and structured schedules with varied shifts.
- Critical-thinking and solution-oriented problem-solving skills.
- Minimum subscribed download rate of 15.0 Mbps.
- Minimum subscribed upload rate of 5.0 Mbps.
- ISP must have no packet loss and ping under 50ms.
- Internet connection cannot be satellite, mobile data/hotspot, P2P, or VPN.
- Proof of internet speed required.
- Clean and quiet workspace.
Benefits:
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
- Inclusive and diverse workplace culture
- Healthy work-life balance
