Customer Service Representative

Role Overview

The Customer Service Representative serves as the first point of contact for customers — including those reached through the Company's online marketplace channels (e.g., Amazon, Walmart, eBay, Etsy) — helping resolve issues and ensuring customer satisfaction. They are responsible for maintaining a high level of professionalism and customer service standards while effectively addressing customer inquiries and concerns. In addition to traditional support duties, this role also supports the Company's growing use of AI in customer service, helping train, test, and refine AI-assisted tools that improve response speed and quality. Additionally, they may also be required to handle administrative tasks, such as maintaining customer records and processing orders, depending on the specific requirements of the role.

Key Responsibilities

• Handling Customer Inquiries: Responding to customer queries via phone, email, or chat in a timely and professional manner.

• Resolving Issues: Addressing and resolving customer complaints, problems, or requests effectively and efficiently

• Providing Information: Offering accurate and up-to-date information about products, services, and company policies to customers.

• Processing Orders: Assisting customers with placing orders, processing payments, and managing order changes or cancellations.

• Supporting Marketplace Channels: Monitoring and responding to customer messages, reviews, and inquiries across third-party marketplace platforms (e.g., Amazon, Walmart, TikTok, etc), and ensuring all interactions meet each platform's service and performance standards.

• Supporting AI-Powered Service Tools: Assisting in the development and improvement of AI-powered customer service tools — including reviewing customer interactions to help train AI models, testing and providing feedback on AI-generated responses for accuracy and tone, and helping configure automation such as macros, auto-tagging, and chatbot workflows. 

• Maintaining Records: Keeping detailed and accurate records of customer interactions, transactions, comments, and complaints.

• Providing Feedback: Offering feedback to management about customer concerns, recurring issues, and suggestions for improvement — including how AI-assisted responses are performing in real interactions.

• Collaborating With Colleagues: Communicating and coordinating with other team members and departments to resolve customer issues and improve overall customer service.

• Upholding Company Standards: Adhering to company policies, brand voice, and quality standards across all customer touchpoints, including marketplace and AI-assisted channels.

• Managing Customer Accounts: Handling customer accounts, including updating account information, processing account changes, and managing account-related inquiries.

• Handling Escalations: Escalating complex or unresolved customer issues to higher levels of management or specialized departments for resolution. 

Qualifications

• A high school diploma or equivalent is typically required.

• Excellent verbal and written communication skills are essential for effectively interacting with customers and colleagues.

• The ability to manage multiple tasks simultaneously, such as answering calls, responding to emails, and handling customer inquiries.

• The ability to accurately record information, process orders, and follow up on customer requests.

• Comfort using, or willingness to learn, e-commerce marketplace seller platforms (e.g., Amazon Seller Central, Walmart Marketplace, Etc).

• Comfort using, or willingness to learn, AI-assisted support tools such as chatbots, automated macros, and response-suggestion software.

Schedule

• Monday - Friday, 7am - 4pm
• Must be available for weekends in December