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