Job Summary: The Web Support Representative owns the customer experience for anyone buying through shop.viewrail.com or stairsupplies.com who needs support to get their order across the finish line. This role handles the pre-sale and post-sale questions that come from our web channels: cart walkthroughs, product and hardware clarification, and post-sale support issues. When a web inquiry turns out to be a bigger opportunity than a self-serve order, this person recognizes it quickly and hands it to the right rep with full context rather than trying to close it themselves.
Responsibilities: Inbound Omnichannel Communication: Answer inbound calls, texts, chats, and emails from customers using shop.viewrail.com and stairsupplies.com. Web & Pricing Escalation: Resolve confusion when pricing or product options do not match, and escalate when the fix needs to happen on the site itself or be handled by a sales representative. Checkout & Order Support: Help customers complete checkout online, process small payments, reorders, and add-ons for existing orders. Comprehensive Post-Sale Support & Resolution:
Coordinate remakes, damaged item claims, missing parts, and exchange/return issues for e-commerce customers. Serve as the primary point of contact for order status updates and shipment tracking. Troubleshoot post-delivery installation issues.
Pre-Sale Product-Fit & Spec Clarification: Answer pre-sale product-fit and spec questions (sizing, mounting, basic code, product configurations, cart confirmation) for self-directed web buyers who do not require a full sales conversation. Opportunity Identification & Handoff: Recognize when a web inquiry is really a high-value sales opportunity (such as custom configurations our web paths do not support) and hand it to the right sales rep with a clean, documented context. Continuous Web Experience Improvement: Identify and escalate recurring website and product-page confusion (FAQ gaps, pricing mismatches, unclear specs) to improve the e-commerce experience. CRM & Record Keeping: Maintain complete, accurate client interaction records, support tickets, and post-sale notes in CRM (HubSpot). Performance Standards: Meet response-time and resolution standards on web-originated inbound contacts in a fast-paced environment. Adaptability: All other job duties and responsibilities as they emerge.
Required Skills: Strong communication skills across phone, text, chat, and email, with the ability to manage multiple channels at once in a fast-moving queue. Patient, detail-oriented communicator who can walk a self-directed online buyer through a cart or configuration. Willing and motivated to quickly learn Viewrail's product catalog. Comfortable and confident distinguishing between a self-serve order and a sales opportunity, with the discipline to hand off the latter rather than holding onto it. Comfortable and confident handling minor price objections and providing value propositions for Viewrail products. Technologically proficient: Company websites, Google Suite, CRM (HubSpot), ERP, and comfortable learning new tools as our web and quoting systems evolve. Organized with strong follow-up habits and consistent documentation of customer communications, support tickets, and handoffs, etc.
Desired Skills: Previous ecommerce customer support or inside sales experience, ideally in building materials or another trade/DTC hybrid environment. Previous familiarity with Viewrail's product offerings. Prior experience balancing customer support with identifying sales opportunities.
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