Customer Service Representative

Online retailer of personal protective equipment is looking for a full time digital only (no phone calls) customer service representative. We are looking to hire 3 people in total, two for our daytime hours, and one for our nighttime hours. We are based in Austin, TX. We are willing to pay more for the day shift (your nighttime) reps as we understand it's difficult to work nights.

Here are the responsibilities for this role:

-Answer customer emails.
-Edit customer orders, if and where needed.
-Answer Gorgias chat requests, and support tickets.
-Support the CEO of the company with various day to day tasks (virtual assistant).

Must have the following skills:

-Experience using Gorgias.
-Must have impeccable English writing skills and be able to give excellent customer service. This would include being able to speak like an American, following best practices for American style customer service. We will only respond to applicants that stay true to American customer service best practices in their response.
-Must read through existing customer service emails to get up to speed on frequently asked questions.
-Must become an expert in our product line by reading through all product pages on the website (about 13), along with some articles on the subject.
-Must have a scalable approach to customer service, creating macros wherever possible to expedite the response process.
-Must have an understanding of Shopify's best practices, and must have experience using Shopify.
-This job may also require you to do other administrative tasks to support the CEO of the company.

To apply, please send us the following:

1) Send us a sample email response for a customer with the following inquiry. This information can be found in the Q&A sections of our Upgrade to see actual infoquiry: Hello, I'm looking at your products and had a few questions.

1) How long does a filter last?
2) Which masks do you have would work for coronavirus?
3) How would I know that the filter is clogged and needs to be replaced?
4) What is your current lead time for the MIRA Safety HAZ-SUIT?

Thank you.
John

2) Confirmation that you've used Gorgias

3) Confirmation that you have used Shopify and understand how the backend works.