Customer Service Representative

Position Overview
We are seeking a detail-oriented and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for managing all incoming customer interactions—via phone, email, voicemail, and social media—while processing orders, handling product reviews, returns, exchanges, and store credits, as well as verifying addresses and resolving return-to-sender cases.

 
Key Responsibilities

Respond promptly and professionally to all customer communications, including:
Phone calls
Emails
Voicemails
Social media messages and comments
Process customer orders received through various channels
Manage product reviews and resolve related inquiries
Handle returns, exchanges, and return-to-sender situations efficiently
Issue store credits and verify shipping addresses
Engage with customers across social media platforms
Maintain accurate documentation of all customer interactions
 
Core Competencies & Skills

Experience with ticketing systems, particularly Zoho Desk
Professional and effective use of RingCentral
Proficient in navigating BigCommerce and ShipStation
Comfortable using social media platforms (especially Facebook) for customer support
Minimum typing speed: 35 WPM
Strong computer skills, including:
Sending, receiving, and managing emails (with attachments)
Basic file management (browse, create, maintain digital files)
Copying/pasting and document editing
Proficiency in:
Google Drive, Docs, and Sheets
Microsoft Office, particularly Word and Excel
Excellent verbal and written communication skills
Professional and courteous phone etiquette
 
Work Environment
This position operates within a professional office setting and regularly uses standard office equipment such as computers, phones, and printers.

Physical Requirements

Ability to sit, stand, walk, and use hands for typing and handling tools or documents
May need to lift and move items up to 20 lbs occasionally
Must be able to communicate effectively in a busy office environment
 
Schedule & Hours

Full-time position, Monday to Friday
Hours: 8:30 a.m. – 5:00 p.m. or 9:30 a.m. – 6:00 p.m.
Occasional extended hours and weekend work may be required
 
Travel Requirements

Primarily local travel during business hours
Occasional out-of-area or overnight travel may be required
 
Education & Experience

Associate’s Degree in Customer Relations (preferred, not required)
Minimum of 2 years’ experience in a customer service role