As the department's first responder, the Tier 1 Customer Service Agent is crucial for building and maintaining the company's positive reputation. The role requires a high level of professionalism while assisting customers within our Zendesk ticketing system via phones, emails, text messages, and chat. Responsibilities also include, but are not limited to, processing customer returns, issuing refunds, handling claims, creating package replacements, supporting store associates, guiding customers through their shopping experience, troubleshooting technical issues, and triaging issues with other departments.
Essential Job Functions:
- Provide amazing (above and beyond) service across multiple channels simultaneously, including but not limited to phone calls, live chats, emails and text messages, while maintaining a high volume level of accuracy, professionalism and customer service.
- Provides exceptional customer service leveraging strong problem solving and professional communication skills
- Ensures all customer service assigned cases/activities are brought to resolution and properly communicated to the customer
- Uses problem solving skills and works with internal resources to analyze requests/data and determine root causes of issues
- Documents every customer service interaction in Shopify and Zendesk as appropriate for the interaction
- Adheres to Customer Service procedures to handle escalation process for tier 2/3
- Works as a team member and reports issues to management that are important to area/process improvement.
- Uses appropriate judgment in upward communication regarding department or employee concerns.
- Meets performance expectations (KPIs) by achieving or exceeding departmental goals and objectives such as quality and productivity measures (AHT, CSAT, etc…)
- Continuously adhering to our Quality Assurance standards
- Contributes to team effort to help achieve department objectives
- Provide knowledgeable answers to questions about products, pricing and availability.
- Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
Job Qualifications/Requirements:
- Knowledge of Zendesk is a plus
- Available during business hours, including evenings and weekends and holidays.
- Be a creative problem solver
- Comfortable working in a high stress fast changing environment
- Polite, friendly attitude to deal pleasantly with customers and agents
- Cheerful, engaged, and uplifting tone during customer interactions
- Reliable in Attendance & Punctuality
- Ability to work under deadlines
- Strong multi-tasking skills
- Type 45 WPM
- Clear and articulate speaking voice
- Command of the English language
- Bilingual in Spanish a plus
- Computer/Internet skills/Word/Excel
- Mathematical skills
- Organizational Skills
- HS Diploma
Physical Demands: Sitting at a desk/computer all day. The environment is fast paced, and indoor temperature conditions apply.
WINDSOR EQUAL OPPORTUNITY EMPLOYER