Customer Service Representative

Job Title:  Customer Service Representative

Department:  Customer Experience

Reporting Manager:  Customer Experience Team Lead

 

Summary:

The Customer Experience Representative will be responsible for providing product and service information to We Sell Mats customers, including resolving customer complaints, taking orders, and processing returns.

 

We Sell Mats Expectations of All Employees:

 

It is expected that all We Sell Mats employees:

Facilitate open communication with employees, clients, and community partners. Attend and participate in meetings, work groups, team meetings, committees, workshops, individual training, and training conferences and seminars when assigned.

Believe and adhere to the We Sell Mats Core Values.

Obtain a working knowledge of and comply with all company policies and procedures, including but not limited to, the Employee Handbook, Personnel Policies and Procedures and Standard Operating Procedures, service plans and any other related policy and procedures.

Report to work at scheduled times and maintain acceptable attendance records as outlined in the Employee Handbook.

 

Essential Duties and Responsibilities:

  • Assist customers via phone, email, live chat, mail, or social media
  • Work with customers on Facebook orders, including order placement support or processing returns
  •  Receive and process customer returns and exchanges
  •  Recommend potential products or services by collecting customer information and analyzing customer needs
  •  Service existing accounts, obtain orders, and creatively establish new accounts
  •  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment; and following up to ensure resolutio
  • Build sustainable relationships of trust through open and interactive communication

  • Provide accurate, valid, and complete information by using the right methods/tools

  • Assist customers with placement of orders, refunds, or exchanges

  • Advise customers on company information

  • Take payment information and other pertinent information such as addresses and

    phone numbers

  • Answer questions about warranties or terms of sale

  • Inform customers of any current deals and promotions

  • Contribute to the We Sell Mats team by working with different departments in completing projects

  • Provide sample requests to customers as needed

  • Perform other duties as assigned and reasonably within the scope of duties enumerated above.

 

QUALIFICATIONS:

Hourly, Non-Exempt

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

  • High School Diploma or equivalent required

  • Minimum two (2) years of customer service/inside sales experience required

  • Call Center experience preferred, but no required

  • Shopify experience preferred, but not required

Other Skills, Abilities and Qualifications:

  • Ability to work well under pressure and with tight deadlines

  • Excellent written and verbal communication skills

  • Good listener, empathetic, and goal-focused

  • Strong organizational, problem-solving, and analytical thinking skills

  • Self-starter/self-motivated

  • Ability to handle complaints and difficult situations in a calm and patient manner

  • Ability to multitask and show flexibility in performing different tasks

  • Highly motivated, with the ability to work individually or as part of a team

  • Ensure high standards, show initiative, proactivity, and professionalism

Employment May Be Conditional upon the Results of the Following:

  • Pre-employment drug screen

  • Background check

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Customer Experience Representative will be regularly required to:

  • Observe and communicate

  • Manage hands and fingers to feel and handle

  • Position self to reach with hands and arms

  • Position self to sit or stoop

  • Move throughout the building

  • Move equipment weighing up to 15 pounds

Work Environment:  Office/Warehouse environment.  The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 

Please send resume to Ellen Slane at ellen@employersadvantagellc.com.