Customer Service Representative
Solid Commerce
Who We Are Looking For/Purpose of Role:
Solid Commerce is hiring a Customer Service Representative to manage inbound service and support inquiries. You will be asked to own the support experience which may include but is not limited to, researching, troubleshooting and resolving customer technical support issues. Critical thinking will be crucial in this role, as will the ability to work through both simple and multi-step requests from our client base. The primary purpose of this role is to ensure customer satisfaction and resolution of inquiries.
Our Services & Support Culture:
· We are a team of dedicated, creative, and highly collaborative innovators who prize integrity, courage, and enthusiasm
· Every member of our Services & Support team is a key player, and every customer’s success is our goal
· We believe in nurturing team members and encouraging them to grow their skills, talents, and careers
· We love people who share their ideas, and who are open to suggestions/feedback. We are always learning from one another and are looking for someone who appreciates this dynamic.
Experience
· Prior experience as a Customer Service Representative
· Experience supporting e-commerce software preferred
Skills:
· Understanding of how e-commerce marketplaces work, such as Amazon and eBay
· Intermediate Excel knowledge
· Exposure to / knowledge of HTML, FTP API – nice to have
Responsibilities Overview (this is not an exhaustive list):
· Communicating with customers through various channels (chat, email and phone)
· Responding promptly and effectively with all customers
· Ensuring customer satisfaction
· Communicating and coordinating across the team to escalate support requests as needed
· Maintaining an empathetic, kind and professional attituded with all clients and team members
Character Traits:
· Excellent problem-solving skills
· Ability to quickly understand customer’s needs and think creatively about how to meet them
· Desire and ability to learn new concepts and technical software systems
· Self-directed, and persistent, but also understand when to ask for assistance
· Love helping other people
· Patient
· Outstanding communication skills
Job Type:
· Full-time
· Remote/Location independent
Reports to:
· VP of Customer Success
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