Customer and Administrative Support Specialist

Do you thrive on building positive customer relationships? Are you a clear communicator with a knack for problem-solving? Are you detail-oriented with a passion for organization and seeing tasks through from start to finish? If so, Outbound Power wants you!

Outbound Power is a growing and dynamic e-commerce store on a mission to empower customers with access to electrical power wherever they are. We're seeking a passionate Customer and Administrative Support Specialist to join our team.

In this remote role, you'll be the hero for our customers by providing them with exceptional service. You'll answer questions, address concerns, and navigate challenges to ensure a smooth and exceptionally positive experience for every single person who interacts with Outbound Power. Additionally, you will play a vital part in ensuring customer orders are processed and fulfilled in a timely and satisfactory manner.


Responsibilities

1. Customer Support

- Be a Communication Champion: Respond to incoming customer inquiries via email, text message, live chat, and telephone. You'll listen attentively, ask clarifying questions, and provide clear, concise, and accurate information. We receive a daily average of five telephone calls, five live chats, one text message, and 20 emails.
- Be a Problem-Solving Pro: Think on your feet and use your initiative to identify and resolve customer issues. Research knowledge bases, escalate complex matters when needed, and always strive to find solutions that leave a smile on the customer's face.
- Be a Product Powerhouse: Become a product expert! We'll provide comprehensive training to equip you with in-depth knowledge of our products, their features, and benefits. You'll confidently answer questions, recommend solutions, and upsell or cross-sell when appropriate.
- Be a Relationship Builder: We believe in fostering positive connections. You'll use your interpersonal skills to build rapport with customers, empathize with their concerns, and create a welcoming and supportive environment.
- Be an Efficiency Expert: You'll prioritize tasks effectively, manage your time wisely, and meet deadlines consistently to ensure a smooth customer service experience.

2. Order Processing and Fulfillment

- Process incoming customer orders in a timely and accurate manner.
- Fulfill orders with tracking information provided by our manufacturing suppliers.
- Communicate effectively with customers regarding order status and any potential issues.
- Communicate with suppliers and shipping carriers to resolve any shipment issues.
- Assist in the maintenance of accurate product listings (ex: pricing updates) on the website.


Qualifications and Requirements

- Work is 100% remote and will start with a one-month trial period to determine suitability.
- A minimum of 2 years of experience in a customer service role (e-commerce experience is a plus).
- Superb English speaking and writing ability.
- Proven experience working with an e-commerce platform (Shopify preferred).
- Must be available to manage customer service inquiries during business hours: 10:00 AM - 5:00 PM Arizona Mountain Standard Time (1:00 PM - 8:00 PM Eastern Standard Time from March - October; 12:00 PM - 7:00 PM Eastern Standard Time from November - February).
- Willing and eager to learn about the portable power industry.
- Excellent organizational skills with superb attention to detail.
- Ability to prioritize multiple tasks effectively and work independently.
- Strong communication and interpersonal skills.
- Proficiency in Microsoft Office Suite (Word, Excel) and Google Workspace (Docs, Sheets, Gmail) applications.
- Impeccable integrity and a positive attitude!

Application Instructions

Please follow these instructions to apply for this position:

The subject line/title of your response must be “I am a Customer Service Superstar."
Include a cover letter with one paragraph of three lines or less in blue 16 font and tell me about yourself and why you would be a great fit for this position.
Include a resume outlining your relevant experience.
Please include a brief voice memo and/or video introducing yourself (less than one minute is fine).

Thank you!