Customer Service Representative | eCommerce CSR

Southwest Boulder & Stone • Fallbrook, CA

4h • Onsite

About The Position

Our eCommerce division is looking for a Customer Service Representative (CSR) to assist with managing marketplace sales and customer service for the eCommerce division. This role requires processing large amounts of online orders, answering high call/message volume while providing exceptions customer service at all times.  THIS IS NOT A REMOTE JOB.

Requirements

• Must have strong computer skills including use Office365 and more
• Extremely detail oriented and organized
• Manage time efficiently due to large number of daily tasks
• Excellent organizational, mathematical, analytical and problem-solving skills
• Dependable and Reliable
• Excellent written and verbal communication skills including ability to adapt to various audiences
• Ability to work independently and as part of a team
• 1-3 year of experience in e-commerce/marketplace based setting

Responsibilities

• Act at the voice of the eCommerce division by delivering exceptional experience to current and prospective customers by providing service via phone, email, and live chat.
• Assist customers with product inquiries, price and availability quotes, order entry, follow-up, shipment tracking, returns, refund support, while ensuring effective problem-solving for customers anytime their experience did not go as planned.
• Escalate issues as need to management.
• Constantly improve the overall customer experience by monitoring marketplace feedback, identifying opportunities for improvement and reporting customer pain points to management.
• Monitor all marketplace metrics and seller-rating. Update management as needed.
• Monitor all online marketplace e-commerce channels (Amazon, Wayfair, Walmart, Home Depot, Jet, eBay, etc.) to ensure customer questions and reviews are responded to in a timely manner.
• Response to all calls and inquires within the shortest time frame possible.
• Ensure all issues are resolved in a manner that provides exceptional customer services at all times.

Benefits

• Employees receive health benefits such as vacation accrual and sick pay, paid holidays and the opportunity to participate in a generous 401(k) program.
• Health Benefits include Medical, Dental and Vision plans as well as life insurance and accident plans.
• Employer covers 85% of EMPLOYEE ONLY medical coverage
• After 1 year of employment, employer provides up to 5% 401k match
• Full-time Benefit eligible position

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees