Customer Support Specialist
4 weeks ago
Six10 Ventures is seeking a highly motivated Customer Support Specialist 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.
Key Responsibilities- Inbound Inquiry Management: Oversee all inbound written customer inquiry channels 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.
- 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.
We offer a competitive compensation package, including a salary range of $45,000-$60,000 per year, depending on experience. Additionally, we provide benefits such as health insurance, retirement plans, and paid time off.
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