E-commerce Customer Service Specialist

Outdoor Gear Exchange • Burlington, VT

105d

About The Position

As a Communications Specialist at the Outdoor Gear Exchange, you play a pivotal role in ensuring exceptional customer satisfaction through effective communication channels. Responsible for managing customer interactions via phone, email, and live chat, you will focus on addressing online orders, warranty, special and group orders, 30-day guarantee procedures, online gift cards, address verification, and fraud prevention, as well as overseeing the online returns process.

Requirements

• High school diploma or equivalent; additional education in a related field (preferred).
• Proven experience in customer service, preferably in an online retail environment.
• Proven experience with sales of outdoor recreation categories.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Familiarity with e-commerce platforms and customer service tools.

Responsibilities

• Handle customer inquiries and concerns through phone, email, and live chat.
• Provide timely and accurate information to customers, ensuring a positive experience.
• Address and resolve issues related to online orders promptly.
• Ensure smooth processing of warranty claims and adherence to the 30-day guarantee procedures.
• Accurately manage and document special orders and group sales, ensuring clear communication and timely fulfillment.
• Manage and assist customers with online gift card inquiries and transactions.
• Ensure the secure and efficient issuance and redemption of gift cards.
• Execute address verification procedures to enhance accuracy.
• Monitor and prevent fraudulent activities, taking appropriate actions as necessary.
• Oversee the online returns process, guiding customers through the steps.
• Process online returns both physically and digitally and pass them off to the logistics team for necessary next steps.
• Ensure compliance with company policies and procedures for returns.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: High school or GED
• Number of Employees: 101-250 employees