Customer Support Agent
ChocZero
We are hiring anywhere in the world. Our company is located in sunny Southern California and we're a chocolate factory--we're a little less Willy Wonka and a little more sugar free, but we need your help attending to everyone from Charlie to Veruca Salt!The hours for this position are ideally afternoon to evenings, as we have heavy coverage in the early mornings to afternoons, and are in need of someone who can help clean up the queue before our current team wakes up. We're flexible, but we are truly hoping for someone who can be closer to 2PM - 8PM as their shift, Pacific Time, with an added bonus if weekends are a possibility for you!Job Overview: Primary customer support for Zendesk platform and SMS messaging platform, Attentive, as well as social support through Instagram and Facebook using Facebook Business Manager.This job is $18-21/hr depending on experience, and is contract unless you are in the state of California; Oregon; Washington; Colorado; or New Jersey. International applicants are great, especially because we have different time zone requirements!
Responsibilities and Duties:
- Answer customer chat inquiries
- Check customer orders and past agent notes to gain an oversight into their behavior and context of their inquiry
- Troubleshooting order issues stemming from food safety to delayed shipments
- Appropriately tagging in our CS lead so they can help as needed: team work is awesome!
- Documenting and qualifying reasons for refunds
- Monitoring chargebacks
- Saving UGC through direct messages on FB/IG--we'll train you how, it's easy!
- Working with the team to provide assistance during launch day events where sales spike often to 200%
- Internal employee training when required
Qualifications:
- Typing 40+WPM with solid written English skills
- Experience working with Zendesk or other customer service platforms
- An ability to perform customer service with empathy first: we're a personable small business who has built a reputation on best-in-class customer service and we require people to use macros while expanding on them frequently to offer personal touches automation cannot give
- Ability to problem solve and know when to ask for help
- Working headset with mic (webcam not needed) and work equipment must be provided by you.
- Must be available to work either afternoon hours to evening hours PST, or to be able to work weekends--we have no need for a 9-5 CS agent, unless their 9-5 includes weekends in exchange for a few weekdays off.
Send an email to hello@choczero.com with the following to be considered for this position:
- Your resume with cover letter
- Your salary history
- Your favorite flavor of chocolate. Yep. We're serious. (And white chocolate is totally a chocolate, BTW!)
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