Customer service rep for growing eCommerce brand (Amazon/Shopify Experience Needed)

We are a fast growing eCommerce brand specializing in plumbing fixtures. Our products are technical, but not super complicated once you get to know them. Our products targets customer's looking to pay more for quality. Our communications need to convey our unique position in our industry. We stand behind all of our products with a 90-day money back guarantee and Limited Lifetime Warranty.

What we're looking for in a customer service representative:

- Has experience with Shopify, Amazon and eBay
- Monitors Gmail email inbox for Shopify, eBay, Amazon and Houzz customer messages. Amazon and Shopify messages take priority and need to responded to right away.
- Answers phone calls and returns voicemails from our Shopify store.
- Can educate customer and help troubleshoot issues to prevent returns and negative reviews.
- Processes return requests and refunds when no resolution can be provided.
- Mails replacement products to customers.
- Monitors Amazon Seller Feedback and Product Reviews to address any issues and hopefully turn a negative into a positive experience.
- Responds quickly to customer feedback, comments on Product Reviews, answer questions on Amazon our product pages.
- Follows up with customers after helping with their issues to give great customer service.


We are looking for someone with the following qualities:

- Cares about our customers and growing our business. We want someone who accepts the challenge of turning a customer around and turns a bad experience into a positive experience.
- Understands that not all products are for all people, and doesn't bring their own fiscal beliefs to the table and can assess when a customer is willing to pay more, buy more, etc. We sell a premium product at a premium price, and we need someone to stand behind our quality mission.
- We need someone who cares about people and is willing to go the extra mile to help a customer.
- Has good organizational skills and can create spreadsheets of the customers whom they have helped and can follow up with them to make sure they were helpful.