Customer Service Representative (100% Remote) - E-commerce (US based)

Rocky Mountain Oils (RMO) is a growing, fast-paced, direct-to-consumer eCommerce company operating in the essential oil, health and wellness industry. RMO sells premium grade essential oils to help families take control of their health and wellness. Our customers are looking for a premium experience not only in the oils we deliver, but in the web properties and customer service we provide. Every employee at Rocky Mountain Oils must be committed to this mission.

RMO is hiring a full-time Customer Service Representative. The Customer Service Representative is responsible for communicating with customers who need assistance with their product questions, purchases or returns. Training on essential oils will be provided.

RESPONSIBILITIES:
• Uphold high customer service standards
• Communicate positively with customers and take orders over the phone and via email
• Communicate professionally with customers via calls, live chats, and emails.
• Exceed customer expectations and build customer loyalty.
• Take advantage of sales opportunities when appropriate.
• Resolve post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process
• Help customers find and understand the products as well as additional products that may be of interest to them
• Show up on time, regularly for scheduled shift

REQUIREMENTS:
• Available to work remotely Monday to Friday 8am – 5pm EST (40hours/week)
• A minimum of 2 years’ customer service experience (speaking with US based clients) required
• Type 40+ WPM
• Very high level of English ability (C1 or C2 level)
• Strong written and verbal communication skills with active listening
• Excellent customer service skills
• Must be able to communicate via Google meet, Slack and Email

BONUS SKILLS:
• Amazon experience is a plus!
• E-commerce experience is a plus!

TECHNICAL REQUIREMENTS:
• Desktop PC/Laptop (at least 16GB RAM)
• Headset, mic (with noise cancelling) and camera
• Reliable, high-speed, hard-wired internet connection
• Uninterrupted power supply
• Quiet and professional background
• Backup ISP and PC is required (to avoid delays, late or absences due to PC crashing or internet connection)

COMPENSATION AND BENEFITS:
• Starting salary of $720 ($4.50 hourly) – with a review after 90 days
• 12 sick or vacation days per year – you accumulate 1 day each month you work
• 13th month pay
• Annual assessments and salary increases based on performance

This is a long-term employment. If you are interested, please send us your resume and an audio recording answering the following questions:

1. Why should we hire you?
2. Do you have a home-based work experience? If yes, what are the challenges you met and how did you overcome these things? If no, how do you feel about working from home and how would you prepare for this?
3. What is your experience working in a call center or as a customer service representative?

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