Customer Service Representative

About Aqua Home Supply
We are a fast-growing ecommerce business specializing in water treatment products. We process hundreds of orders a month and pride ourselves on taking care of our customers. We're a small, tight-knit team and we operate with high standards, clear communication, and a lot of trust.

We're growing and we need someone who can be the voice of our brand — someone who takes ownership, communicates clearly, and genuinely cares about getting customers the right outcome.

The Role
You will be our dedicated Customer Service Rep, handling all inbound and outbound customer communication. This is a high-ownership role — you are not just answering tickets, you are managing the full customer experience from first contact through final resolution.

You will work closely with our Operations Supervisor, who handles the vendor and fulfillment side of the business. Your job is to own the customer relationship at every step.

What You'll Do
Handle 10–20 inbound and outbound calls per day
Manage a full ticket queue — tracking updates, damaged goods, missing parts, returns, cancellations, and sales inquiries
Send acknowledgments to every customer within 2 business hours — no exceptions
Collect order details, photos, and relevant information before escalating to the Supervisor
Keep customers updated throughout the resolution process — never leave someone waiting more than 1 business day without an update
Answer technical questions using an approved FAQ/script; send Calendly bookings for anything beyond the script
Report ticket backlog and open issues to the Supervisor in a daily check-in
Work within a clear escalation framework — you'll know exactly what to handle and what to pass up

Who We're Looking For

Must have:
Excellent spoken and written English — you'll be on calls with US customers daily
Experience with helpdesk or ticketing software (Freshdesk, Zendesk, Gorgias, or similar)
Comfortable on the phone — this is not a chat-only role
Available during US business hours Monday through Friday
Strong attention to detail and ability to follow a clear process
Reliable internet connection and a quiet workspace for calls

Nice to have:
Prior experience in ecommerce customer service
Experience with order management or fulfillment workflows
Familiarity with carrier tracking (FedEx, UPS, USPS) with freight carriers being a bonus

What Makes This a Great Opportunity
Clear processes from day one — you'll have a full playbook covering every ticket type
Real ownership — you're not just following scripts, you're managing customer relationships
Supportive team — you'll have an experienced Operations Supervisor to escalate to and learn from
Performance-based raise at 90 days for candidates who hit their targets
Stable, growing company with long-term potential for the right person

How to Apply

Subject line must start with: AQUA CS — applications without this will not be reviewed

Then include all of the following:

Your resume or work history
A short voice or video recording (2–3 minutes) introducing yourself and explaining your customer service experience — this is required and helps us assess communication skills
The name of the ticketing software you have used and how long you used it
Your available hours in US Eastern or Central time
Confirm in your message that you are available to start immediately