Customer Service Representative – Wed–Sun

Role Overview

• Serving as customers' primary point of contact, ensuring all interactions are handled with care and professionalism.
• Responding to all customer inquiries via live chat (Todio), email, and other communication channels.
• Providing accurate information about our products, policies, and services.
• Addressing customer concerns, resolving issues, and ensuring that our customers feel satisfied and valued.
• Troubleshoot our customers' orders via Shopify, Click Ship, and Loop.
• Collaborating closely with internal team members to ensure consistency and to address any escalated issues or special requests.
• Sharing insights and feedback with the internal team to continuously improve our customer experience.

Requirements

• You have experience in a customer service or customer facing role within a DTC or ecommerce customer service environment.
• You have strong communication skills and can resolve or de-escalate challenging customer issues.
• You have familiarity with live chat platforms and customer service software. We use Tidio (live chat) for our live chat.
• You have familiarity with ecommerce tools such as Shopify, Click Ship, and Loop.
• You’re a collaborative team player who can brainstorm with others.
• You’re flexible and can adapt to changing priorities on the go.
• You have a natural ability to remain patient, positive, and professional in all customer interactions.