CSR - Part time now, full time later - eCommerce Startup (Anywhere in Kentucky)

Customer Service Representative with Room for Growth

About Us

The Comfy Mattress isn't a company you've heard of because we haven't launched our website or product yet. Our goal is to launch at the beginning of September. With any luck, you'll be coming along with us for the ride.

This is an amazing opportunity to grow with a new company. We are looking for someone who doesn’t mind doing the little work now and can grow as the company grows. The right candidate is patient, deliberate, hard working, and kind. This candidate can handle the monotony of handling chats and emails, and when the time is right, will be ready to move into a larger role. And maybe do that again and again.

No ego’s here. Patience is key. As the company grows, this role can become what you make of it. We’d love to bring this person up along with us with minimal supervision. We need someone who can see what needs to be changed and makes those recommendations based on data. This person must be a customer advocate, kind hearted, able to switch gears quickly, and ready to present data when they feel it’s necessary. The right candidate will be able to chat with customers clearly, able to talk to executives succinctly, share their opinions respectfully, and discuss decisions humbly.

Tasks and projects

Assist in integrating systems and tools as we launch our website and new product

Set up users, customers, and prepare for launch

Write templates for chat and email customers to streamline responses and create consistency

Post launch, assist customers via chat and email in the first weeks post launch, and expand to phone calls when necessary

Share customer preferences and feedback with the rest of the team, in an effort to create efficiencies and meet customer’s needs

Make appropriate determinations for what is best for both the customer and the company, sometimes very quickly and with little guidance

Assist with product questions with the intention of closing the sale for maximum effectiveness

Be open and willing to take on social CS inquiries and possibly social marketing

Grow with the department -

As additionally team members are needed, go up to full time hours

Assist with bringing on other team members, interviewing, hiring, onboarding and training

Train new team members

De-escalate customer situations as needed

Other various things that could come up suddenly. A willing, can do attitude is what we are hoping for. Be honest about your experience and interest and we may be able to give you some fun projects you’ll enjoy even if you’ve never done it before.

Hours

Required 'live' channel availability from 11am - 3pm EST - Mon - Fri

Additional hour or two before or after your shift - Flexible, but will need to be consistent either way

Must be open to moving to full time later on as the company grows

Required Skills

Customer service experience in a call center preferred but not required

Sales experience preferred, especially adding on and closing the sale

Typing speed of 60+ wpm

Able to multi-task on a computer, rapidly moving from one screen to another

Experience using Gorgias or other similar Customer Service platform

Experience using Shopify

Speaking eloquence required to both sell products comfortably, and solve customer service concerns

Understanding of how and when to communicate customer concerns

Big picture mentality - Must be able to see the customer, their feedback, and the CS department as a major piece of a bigger picture

Excellent written communication is required for both customer email, chat, and inter office communication

Must be a team player with the ability to communicate with all levels in the organization

Google sheets, Excel,

Experience with any database system preferred

Internet and computer savvy

Ability to compile and present data, findings, trends, etc. to other departments either via email, Slack, or live

Tools used - not all required but preferred

Gorgias

Shopify

Google Hangouts

Slack

If you have experience in any of these, let us know!

Tableau

GoLoadUp

Figma

MySQL or any database

Any other cool tools you have under your belt