Customer Service Associate
About The Position
The Customer Service Associate plays a crucial role in ensuring customer satisfaction and loyalty by providing exceptional service and support. This position involves addressing customer inquiries, resolving issues, and facilitating a positive experience with our products and services. The associate will be responsible for maintaining a high level of product knowledge to effectively assist customers and promote our offerings. By actively listening to customer feedback, the associate will contribute to continuous improvement initiatives within the organization. Ultimately, the goal of this role is to enhance customer relationships and drive repeat business through outstanding service delivery.
Requirements
- 2 years of experience in retail sales and customer service.
- Must be able to multitask.
- Must always stay attentive to customers and clients.
- Must be able to stand/stoop/pull/lift 50lbs.
- Must be able to work M-F from 8a – 5p.
- Ability to show up and be on time to scheduled shifts.
Nice To Haves
- Basic knowledge and/or interest in the arts/tattoo industry is a plus.
- Self-motivated individual with strong initiative and go-getter mentality.
- Solid work ethic and integrity.
- Must be able to work efficiently independently.
- Must be dependable and accountable.
- Strong communication and interpersonal skills.
- Ability to provide top service to a wide variety of personalities and visitors from all over the world.
- Must have excellent organizational and time management skills.
- Positive mental attitude and solution-oriented working towards maintaining our team-centered vibe.
Responsibilities
- Handling incoming customer service inquiries – both by phone and email.
- Greeting customers with warmth and hospitality while assisting with product recommendation.
- Working closely with fellow Customer Service and Machine Builders to help process machine repair requests.
- Working closely with operations and other ancillary departments to ensure swift resolution to issues.
- Creating returns and processing replacement orders.
- Processing all incoming returned packages.
- Staying informed of online sales as they occur.
- Monitoring Shopify/NetSuite for repair and replacement payments.
- Routing paid repairs to technicians and maintaining internal logs.
- Receiving and logging inbound repair shipments; notifying customers upon receipt.
- Communicating repair diagnoses, costs, and approvals to customers.
- Preparing and shipping replacement orders in alignment with carrier pickup schedules.
- Initiating and managing UPS claims for lost or damaged shipments.
- Processing return-to-sender (RTS) notifications and resolving accordingly.
- Reviewing and responding to customer service inbox and internal emails.
- Assisting with walk-in repair intake and customer support as needed.
- Performing any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Company’s Values.
Benefits
- Friendly and supportive culture with team member appreciation events
- Open-door policy
- Health and welfare benefits
- Pet discount program
- Supplemental insurance options including long and short-term disability and EAP
- 401k with company match
- Paid time off in addition to paid holidays
- Employee Referral Program
- Continuous training and growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
