Full-Time Email Customer Service (Austin)

Bumperactive.com Custom Stickers + Tees is hiring an efficient and personable email customer-support agent with strong writing skills for the 2020 election season.

Candidates with prior experience actually leading an email support team may also be considered for a new management-level position at a salary level higher than the range posted for this job Please inquire directly if you are interested in the management post.

Bumperactive is a 47 team-member, Progressive and Union printshop in North Austin. While we are full-service retail printer for anyone who needs top-quality custom stickers, tees, signs and other promotional products, our specialty is printing for Progressive candidates, causes and organizations.

We currently administer the campaign merchandise webstores for Amy Klobuchar (https://store.amyklobuchar.com), Joe Biden (https://store.joebiden.com) and Michael Bloomberg (https://shop.mikebloomberg.com), as well as more than 40 Democratic, Federal Senate and House candidates.

We are hiring this full-time, customer support agent to join our existing two-person team to assist with the high volume of customer queries that come in for these stores each day. This staff member needs to be able to regularly process 100 emails per day, as well as field occasional phone contacts (about 10% of customer contacts are by phone)

Bumperactive is a union shop under contract with Communications Workers of America Local #6132. In addition to printing for numerous progressive political causes, we also serve Austin's vibrant community of bands, artists and local businesses.

If you're interested in this position, please reply by email with a resume, cover letter and three references. Your cover letter should include the Secret Word at the bottom of this email, so that we'll know you've actually read this job description : )

JOB DESCRIPTION

Primary job duties include promptly responding to customer email queries. Common issues range from providing an estimate of when an order will ship (by far the most common query), to facilitating re-shipments in cases where a customer received a damaged or incorrect item, to updating a customer's originally supplied delivery address information, to answering general product questions. Each support ticket is also logged and updated with our in-house ticket-tracking system. Secondary duties include responding by phone to customers who call in with the same general array of issues.

Most support tickets can be resolved by copy-and-pasting pre-composed text blocks and modifying them slightly.

Bumperactive previously experimented with implementing the Zendesk CRM system, however we found its capabilities were insufficient for our needs. Prior experience providing email customer support is strongly preferred. Experience with email CRM systems (Zendesk or other) is a strong plus.

Bumperactive produces and ships top-quality, union-printed merchandise at a high volume, however mistakes and delays can happen. Part of providing the best possible customer solution is promptly resolving customer issues when they do occur that's why we need you!

Compensation is $13 to $15 per hour, depending on experience, with the anticipation of a 10-15% annual pay increase for exemplary performance over the first two years. Overtime is time-and-a-half. Employer-sponsored health coverage is available after 60 days ($165 employee premium / $2000 annual deductible / 90% co-insurance / $4000 annual out of pocket maximum / does not include vision and dental).

Candidates with experience actually managing an email support team, or implementing CRMs will be considered for a new management level position at a salary rate commensurate with experience.

THIS JOB MAY BE RIGHT FOR YOU IF

People who succeed in this position are cheerful, strong writers, and efficient time managers who enjoy "getting in the zone" to accomplish a series of fairly repetitive tasks. The most challenging aspect of the job can often be that the work never stops as soon as one email ticket is closed, another may come in. If you can thrive on this challenge, and not be disheartened if, after a long day, there are as many tickets waiting for you as when the day began, this position may be right for you.

The job is basically like getting paid to play "Email Tetris", where the satisfaction is gained from keeping the open-ticket queue volume as low as possible, but total victory is never accomplished There's always another ticket to dispatch :)

Also, please type the Secret Word requested in your cover letter in all capital letters, so that we'll know you have the attention to detail the position requires.

SKILLS AND EXPERIENCE

Prior email customer service experience, especially relating to e-commerce webstores, is strongly preferred.

Proficiency with email applications, and office messaging applications (Slack) is required.

TO APPLY

Please reply by email with a resume, cover letter, and three references.

Secret Word: archipelago

Job Type: Full-time

Salary: $13.00 to $15.00 /hour