Customer Service Representative for established eCommerce Company

We are a well-established eCommerce website specializing in shower heads. We have been in business since 2014. Although we have high sales volume, we still maintain a healthy work environment that encourages open communication and camaraderie.

Our products are technical, but not super complicated once you get to know them. They target customer's looking to pay more for quality. When we communicate with customers, we 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:

- Experienced with Amazon, Shopify and Gorgias (CRM Software)
- Monitors Gorgias for all support tickets from Shopify and Amazon. Amazon and Shopify messages take priority and need to be responded to right away.
- Answers phone calls and returns voicemails.
- Manages Facebook Messenger Live Chat.
- Educates customers, cross-sells, up-sells and helps troubleshoot issues to prevent returns and negative reviews.
- Processes return requests and refunds when no resolution can be provided.
- Submits shipping requests for replacement products to customers using our FBA inventory.
- Monitors Amazon Seller Feedback and Product Reviews to address any issues and work to turn a negative into a positive experience.
- Follows up with customers after helping with their issues to give great customer service.


We are looking for someone with the following qualities:

- Speaks and writes English perfectly. Nearly native.
- Thinks critically and can provide valuable input to our team
- Has exceptional time management and is a self-starter. This is a full time job and requires full time attention!
- Has good organizational skills and can organize follow ups using one of our Trello boards
- Cares about our customers and growing our business. We want someone who accepts the challenge of turning 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.

Schedule

Work schedule is 9am-5pm Eastern Standard Time Monday-Friday and 9am-12pm Saturday. We require work on Saturday only. Overtime is available on a case-by-case basis, voluntary to the employee but must be approved by the employer.

You will be required to use a time tracker software that takes screenshots of your work progress. We require that you work for us 100% of the time in your schedule. Working multiple jobs is an immediate fireable offense. We have a ZERO tolerance policy for straddling multiple jobs.

Part 1 of Interview

If you respond to this job position, please address me as Justin. That is my first name. This way I know you read through the whole job listing and can follow simple instructions.

Please also tell me when was your most recent work experience with relation to Amazon/Shopify. What did you do? Tell me about a time when you had a very difficult customer service situation, what was the issue and how did you resolve it?