eCommerce Customer Service Representative

Carlsbad, CA 92008

Posted: 10/11/2018 Employment Type: Full Time Industry: Medical Equipment Job Number: ST101118.4 Pay Rate: $15-$17.50 Branch: Carlsbad, CA Division:

Would you like to work for a company that offers a great benefits packaging including 401K Matching and Annual Profit Sharing? Do you have experience in customer service through phone, email and online chat?  Do you have a passion for helping people?

Apply now and start work right away!

Customer's first -  We truly do believe that they deserve the best and that's what we strive for. You'll help customers via phone call, live-chat and e-mail. We empower our team members to take care of our customers. Our Customer Service team represents who we are as an organization and is expected to be energetic, with a caring and friendly disposition. Customer Service Representatives process orders and returns, help customers find what they need, mitigate customer issues, and provide information about our products and services.

Responsibilities:

  • Answers inbound Customer concerns and inquiries via email through a CRM, for specific marketplaces; under the Tier III KPI expectations of 50-60+ emails per day.
  • Composes outbound emails to conduct interdepartmental queries, and communication with various fulfillment centers.
  • Manages customer records by updating account details and providing proper notations of services rendered.
  • Listens to voicemails and calls back customers.
  • Handles both inbound and outbound phone calls; under the Tier III KPI expectations of 30-40+ calls per day.
  • Places website orders on behalf of the customers.
  • Handles Live Chats
  • Assesses, troubleshoots and provides resolution to all customer inquiries.
  • Acquires Return authorizations and guides customers through the return process.
  • Processes refund requests and reconcile credits due.
  • Assesses and responds to marketplace disputes.
  • Monitors and aids marketplace performance metrics; such as portal returns, negative feedback and escalated disputes.
  • Maintains continuous knowledgeability towards product education, in order to better assist customers.

 

Secondary Responsibilities:

  • Understand and adhere to company and marketplace policies and procedures.
  •  Abides by company CORE values.
  • Assist with implementation of work flow productivity improvements.
  • Maintain a culture of accountability in area of responsibility.
  • Assist with any special projects as directed by manager.

 

 

 

Qualifications and Requirements:

  • High School Diploma
  • Experience with Ecommerce is preferred
  • Basic computer knowledge and navigation skills
  • 1-2 years Customer Service experience required
  • Have a passion for helping people

 

Skills:

  • Fantastic written and verbal communication skills
  • Success working in a high volume, fast paced atmosphere/environment
  • Ability to build customer relationships
  • Ability to handle challenging customer interactions via phone call, chat or email
  • Strong typing skills (35 wpm minimum)
  • Ability to think analytically with strong problem-solving skills
  • Database entry experience preferred
  • Solid mathematical skills, including addition, subtraction, multiplication and division
  • Bilingual in Spanish (read, write and speak) preferred

 

 

Compensation:

Full Time Position (Hourly), Benefits Package Including Health, Dental, Disability & Life, FSA or HSA, 401K Matching, Annual Profit Sharing

 

Sharon Taylor

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