Customer Service Agent- Email

gearUP is a company focused on providing excellent customer service, and they are seeking a Customer Service Agent for email support. This role is responsible for delivering efficient and empathetic support through written communication, addressing customer inquiries and resolving issues to uphold service excellence and customer satisfaction.

Responsibilities:

• Efficiently respond to customer written communications, addressing inquiries related to order status, product information, returns, exchanges, and other questions with a strong focus on first-touch resolution and customer satisfaction
• Provide excellent service and instill trust in our customers through professional, empathetic, and consistent messaging in all written communications
• Research and resolve customer issues using internal tools and resources with accuracy and attention to detail
• Escalate complex or sensitive issues to senior team members or supervisors as appropriate
• Accurately document all customer interactions in CRM systems while adhering to company protocols
• Identify and report recurring issues or trends to help drive team and process improvements
• Stay current on company products, policies, and procedures to provide accurate information
• Collaborate with cross-functional teams to ensure timely and effective resolution of customer concerns
• Provide support to the team by assisting with inbound calls and completing additional opportunities as assigned by leadership, ensuring flexibility and adaptability
• An ability to identify situations that require verbal communication and transition from written to phone support when necessary
• Consistently meet or exceed individual performance targets, including information accuracy, professionalism, and customer satisfaction
• Flexibility to work overtime during peak business periods as required
• Other tasks and projects, as assigned

Requirements:

• Minimum of 1 year of experience in customer service
• Exceptional written and verbal communication skills
• Strong critical thinking and problem-solving abilities with keen attention to detail
• Comfortable multitasking and working across multiple systems and platforms
• High school diploma or equivalent required; additional education or training in customer service is a plus
• Ability to communicate effectively - verbally and in writing
• Ability to solve problems and find solutions to customer inquiries and complaints quickly and effectively
• Ability to empathize with and understand/address customer concerns
• Athletic apparel industry experience preferred