Six10 Ventures | eCommerce Customer Support- Pool
5 days ago
Six10 Ventures specializes in building successful e-commerce brands across platforms like Amazon, Shopify, and Walmart. With a diverse portfolio, we focus on creating exceptional customer experiences through innovative products and services. We're seeking a highly motivated Customer Support Specialist with expertise in pool and spa care to join our team. This role involves supporting multiple brands, with a primary focus on delivering superior customer service in the pool and spa industry.
Location: Remote; Time Zone: Hours will be based on EST/PST time zone.
Key Objectives:
- Ensure timely and effective responses to all customer inquiries, adhering to a Service Level Agreement (SLA) of 2 hours.
- Transform customer interactions into positive experiences, minimizing the need for in-store visits.
- Deliver outstanding service across all channels, including email, phone, and chat, ensuring a seamless and professional experience for every customer.
Key Responsibilities:
- Inbound Inquiry Management: Oversee all inbound written customer inquiry channels (10+) through Gorgias, including email, chat, and some social media platforms.
- Voicemail Management: Review all inbound voicemails and make outbound calls for follow-ups as required.
- Amazon Relations: Handle tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries.
- Client Relations: Prioritize and respond to customer inquiries across various platforms like Amazon, Shopify, and Walmart within 2 hours.
- Immediate Chat Responses: Address live customer website chats immediately, with a target response time of 5 minutes or less.
- Timely Callbacks: Return calls to customers who leave voicemails within 2 hours or less.
- Ticket Escalation: Escalate urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed at the time of escalation.
- Social Media Engagement: Respond to product-specific questions escalated from social media daily.
- Weekly Pulse Reporting: Compile and send a weekly report highlighting trends observed through customer inquiries and product reviews.
- Reimbursement Claims: File claims with Amazon or partner warehouse for lost or damaged shipments as needed.
Ideal Candidate Skills:
- Customer-Centric Mindset: Treat customer service as a priority, focusing on customer needs over a strict 9-5 schedule.
- Excellent Communication: Strong verbal and written communication skills to foster positive customer interactions.
- Proficiency in Gorgias: Familiarity with Gorgias or similar customer support platforms is a plus.
- Analytical Skills: Ability to analyze customer feedback and trends for continuous improvement.
- Team Collaboration: Strong internal communication skills, with experience using collaboration tools like Microsoft Teams to coordinate effectively with team members.
Qualifications:
- Prior experience in pool service or a strong background in pool/hot tub water chemistry is required.
- Proven experience in a customer service role, ideally within the e-commerce or retail industry, demonstrating an ability to manage customer inquiries effectively across various platforms.
- Strong attention to detail and commitment to maintaining accurate records.
- Creative problem-solving skills and a proactive approach to customer inquiries.
- Bachelor’s degree in a related field is preferred.
This is a full-time position with a competitive compensation and benefits package. If you are passionate about customer service and excited to help customers succeed in their pool and spa care journey, we encourage you to apply.
Pre-Screening (required for application consideration):
Click here to complete pre-screening questions via Google form (required for consideration):
Why Join Us?
At Six10 Ventures, we foster a collaborative and dynamic work culture. We’re committed to innovation, continuous learning, and professional growth. If you're passionate about helping customers and want to be part of a team driving eCommerce excellence, this is the opportunity for you
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