Responsibilities

• Respond to customer inquiries via email and chat in a professional and timely manner
• Review and clarify customer questions, concerns, and complaints
• Research and determine the root cause of customer issues
• Update customer records and account information accurately
• Identify and communicate the best solutions to resolve customer concerns
• Collaborate with internal teams to resolve escalated issues
• Follow up with customers to ensure satisfactory resolution
• Recognize trends and communicate recurring issues to management
• Recommend process improvements to enhance customer experience
• Assist with onboarding and training new team members as needed

Requirements

• High School Diploma or GED
• Experience supporting customers through email and/or chat
• Knowledge of online shopping and internet-based stores
• Comfortable navigating the internet and web applications
• Basic keyboard shortcut knowledge (e.g., Ctrl+C, Ctrl+V)
• Minimum typing speed of 50 WPM (typing test required)
• Good attendance and reliability
• Must work at least one weekend day each week
• Must be available to work holidays
• A typing test result (minimum 50 WPM)

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)