Amazing Customer Service Representative & Virtual Assistant

ABOUT TOM'S KEY COMPANY
Tom's Key Company ( ---------- ) is a quickly growing online store that rents car key and remote fob programming equipment to vehicle owners (in USA and Canada currently). This enables customers to save money over expensive dealership prices for an extra key or ---------- e demonstration at ---------- and ---------- .


ROLES AND RESPONSIBILITIES:
We are looking for a person to provide amazing email customer service and help Tom’s Key Company grow as a valued team member. There will also be some responsibilities to help in the growth of the TomahawkDIY YouTube channel ( ---------- /TomahawkDIY)

* Part time position - approximately 10 hours per week. Working hours are flexible, but need to provide email support for customers at least 4 days per week, preferably more. There may be opportunity to increase hours as the company grows.

* Provide amazing customer service and support via email
- BEFORE A SALE: Research and answer questions from potential customers who have questions before they place an order. Help identify solutions for customers so they can order if our product will work for their vehicle. Or, if the product will not work for their vehicle, suggest alternatives solutions.
- AFTER A SALE: Communicate with customers that are having problems with the rental equipment or other issues related to their order. Identify solutions and provide suggestions to resolve the problem in a way that makes them feel valued and want to tell their friends about Tom’s Key Company.
- REQUEST FEEDBACK: Invite customers to share their experience with Tom’s Key Company online to help future potential customers have confidence in placing an order.

* Assist in processing orders and returns for Tom’s Key Company (Shopify store ---------- ). This includes:
- Screen incoming orders for problems such as an incorrect mailing address, a vehicle that won’t work with the equipment, or they forgot to order the rental equipment (only ordered keys/remotes). When needed, email customers before shipment is sent to obtain customer input.
- Buy shipping labels online and prepare PDFs of invoices and shipping labels. Share with US based shipment processing to be printed out.
- Process returns, enter data, and provide post-return customer service. Packages will be opened at US based shipment processing and photos sent for you to extract data and take appropriate online action such as issuing refunds, updating company records, and communicating with customers.

* Build a customer service database for Tom's Key Company. This would include:
- Draft and save email responses to customer issues to make customer service more efficient and consistent.
- Organize database for easy use.
- Identify and recommend an online tool for this database (e.g. using Google Docs, Google Sheets, or other similar)

* Develop business process tools for Tom’s Key Company to improve efficiency.
- This could include things like effectively communicating between you and order shipping/receiving in the US
- Identify and propose other ways to improve efficiency in the business.
- (e.g. using Google Docs, Google Sheets, or other similar)

* Research information online for future products or aspects of Tom's Key Company and TomahawkDIY.

* Reading job descriptions. Important: During initial interview questions for Tom's Key Company, when asked if you read the job description, the answer is Other: "SMILE".

* Assist in monitoring inventory and ordering parts, supplies and materials

* Identify ways to reduce business costs and save money.

POSSIBLE FUTURE RESPONSIBILITIES:

* Update Shopify website, product pages, or other adjustments to improve website function and usability for customers.

* Find other ways to improve Customer Experience.

* Assist in greater measure with TomahawkDIY YouTube channel ( ---------- /TomahawkDIY). This could include:
- Organizing information,
- Creating thumbnails for YouTube videos,
- Responding to comments, helping transcribe closed captions from video audio, Managing translation process of text from English to Spanish for videos titles and descriptions,
- etc.


QUALIFICATIONS
REQUIRED:
* Exceptional written English skills

* Ability to provide exceptional customer service that leaves customer amazed.

* Ability to empathize with customer and understand their perspective when solving problems, but still keep the business needs in mind. Willing to make decisions within established boundaries.

* Ability to solve problems and work independently

* Learn quickly - training will be provided to help this team member learn their role and responsibilities, however as a growing company there is much opportunity to learn new things, including without training.

* Attentive to details

* Interest in learning about car key programming, Shopify, and YouTube

* High proficiency in email, Google Drive, and other online software products for working and communicating remotely

* Ability to learn new software products, including researching online to find answers and solutions when you don’t know something.

*Ability and willingness to suggest solutions and think of new ideas. Propose ideas and implement them to help grow the business.

* Available to provide customer service support view email 4 or more days per week (1-3 hours per day).

* Computer access with high speed internet

* Talent in online research to find solutions and information, sometimes that may not be obvious at the start.


OPTIONAL (BONUS) SKILLS
* Experience with Shopify store

* Interest in automotive vehicles

* Experience repairing cars, trucks, motorcycles

* Photo editing experience (Photoshop, ---------- , or similar). Experience creating YouTube Thumbnails that catch viewers eyes and encourage them to view the video (this could be a future responsibility)

* Excellent spoken English skills and knowledge of how to make phone calls to the United States for little to no cost to help in business research best done through telephone.