Tier I E-commerce Customer Experience Representative, Seasonal

Role Overview

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management
• Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing
• Resolve standard Tier I issues independently using SOPs and knowledge base resources
• Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation
• Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines
• Prioritize accuracy and consistency over speed, especially during peak move-in periods
• Coordinate with internal Operations teams as needed

Requirements

• Strong emotional intelligence and resilience in high-volume, high-pressure environments
• Ability to deliver firm, policy-based responses with professionalism and empathy
• Excellent reading comprehension and attention to detail
• Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems
• Accurate data entry, documentation, and written communication skills
• Typing proficiency and ability to multitask across multiple systems
• Comfortable working in structured, SOP-driven environments
• Reliable and able to adhere to schedules during peak demand periods

Benefits

• Exceptional service to our clients
• Positive, encouraging, and performance-driven culture