Customer Support Specialist for E-commerce Brands
2 days ago
About the Role
We are seeking a highly motivated Customer Support Specialist with expertise in pool and spa care to join our team at Six10 Ventures.
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.
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.
- 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:
- Candidate has a customer-centric mindset and treats customer service as a priority, focusing on customer needs over a strict 9-5 schedule.
- Excellent communication skills to foster positive customer interactions.
- Proficiency in Gorgias or similar customer support platforms is a plus.
- Analytical skills to analyze customer feedback and trends for continuous improvement.
- Strong internal communication skills, with experience using collaboration tools 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.
Why Join Us?
At Six10 Ventures, we foster a collaborative and dynamic work culture. We're committed to innovation, continuous learning, and professional growth.
The estimated salary for this position is $45,000-$60,000 per year, depending on experience. The location is remote, and time zones will be based on EST/PST.
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