Customer Experience Associate

Revivn•Fresno, CA

13d•Onsite

About The Position

Revivn is a profitable and rapidly growing company that helps enterprises manage their technology through our end of life software platform. We take electronic recycling one step further by repurposing hardware that still has remaining life and providing it to people who lack dedicated computer access and make it more affordable for people who may not be able to purchase new technology. Working with companies like Instacart, Lyft, Qualtrics, X, Gensler, and Spotify, we are changing the way companies view used technology with a new model that focuses on repurposing instead of recycling. We’re ramping up our efforts to grow our hardware resale business through eCommerce and wholesale channels, and we’re on the lookout for a full-time Customer Experience Representative to join our team. In this role, you’ll be the primary point of contact for our customers, ensuring every interaction is positive and exceeds their expectations. You’ll collaborate closely with our computer repair team to enhance the after-sales process and reduce refunds. Your day-to-day will involve managing and reconciling inventory data, digging into any discrepancies, preparing reports, and wrapping up customer tickets as they come in. Plus, you’ll play a key role in addressing customer inquiries, resolving issues, and providing valuable feedback to help us continuously improve our products and services. This is an in-person role based in our Fresno, California facility. The schedule is Monday through Friday from 7:30am to 4:00pm, with occasional weekend or holiday coverage as business needs require.

Requirements

1+ years of customer service, customer support, or related experience, preferably in an eCommerce, retail, or direct-to-consumer environment.
Strong written and verbal communication skills with the ability to handle challenging situations professionally.
Excellent organization skills and the ability to manage multiple priorities in a fast-paced environment.
Comfortable learning and using warehouse management systems, customer support platforms, and Microsoft Office or Google Workspace.
Strong attention to detail with a problem-solving mindset.
Positive, collaborative attitude and a willingness to jump in wherever needed.
Curious about technology and excited to learn.

Nice To Haves

Experience with inventory management or warehouse operations.
Experience working with eCommerce platforms or online marketplaces.
Familiarity with customer support software and ticketing systems.

Responsibilities

Own customer support tickets from initial contact through resolution, delivering a timely and thoughtful experience.
Coordinate returns, exchanges, warranties, and defective item claims with internal teams and external partners.
Communicate professionally with customers through email and support platforms, resolving issues with empathy and urgency.
Escalate complex issues when needed while keeping customers informed throughout the process.
Partner with our repair and warehouse teams to improve post-purchase quality and reduce returns and refunds.
Use our warehouse management system to process customer exchanges and maintain accurate documentation.
Perform weekly cycle counts and inventory audits, identifying and researching discrepancies.
Review inventory adjustments and support reporting that helps improve inventory accuracy and profitability.
Prepare reports and share customer and inventory insights with leadership to help drive operational improvements.