<span>Customer Success Coordinator</span>

Portland Gear • Portland, OR

380d • $37,440 - $37,440 • Remote

About The Position

The Customer Success Coordinator at Portland Gear is responsible for providing exceptional customer service and support as the first point of contact for customers. This role involves handling inquiries, resolving issues, and ensuring customer satisfaction through various communication channels, including phone, email, and live chat. The coordinator will also engage in problem-solving, documentation, and collaboration with other departments to enhance the overall customer experience.

Requirements

• High school diploma or equivalent; a college degree is a plus.
• 1-2 years of experience in customer service or related roles, particularly in phone and online support.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to think critically and resolve customer issues.
• Comfortable with various online communication platforms (e.g., email, live chat, phone, and CRM tools).
• Ability to handle high-pressure situations with professionalism and a calm demeanor.
• Tech-savvy with the ability to learn new software and tools quickly.
• Strong organizational skills and attention to detail.
• A friendly, patient, and empathetic approach when interacting with customers.

Responsibilities

• Respond to customer inquiries via phone, live chat, and email in a friendly, professional, and timely manner.
• Assist customers with product or service-related issues, complaints, or questions, ensuring all concerns are addressed.
• Provide accurate information regarding products, services, policies, and account status.
• Manage and resolve customer complaints efficiently, following up to ensure complete satisfaction.
• Troubleshoot technical issues and guide customers through step-by-step solutions, using knowledge of products and services.
• Escalate complex issues to appropriate teams or higher-level support as needed.
• Maintain a positive attitude and build lasting relationships with customers.
• Identify opportunities to promote additional services or products to customers in a helpful, non-pushy manner.
• Accurately document customer interactions in the system, ensuring proper tracking of issues, resolutions, and feedback.
• Maintain up-to-date knowledge of products, services, and industry trends to provide the best customer experience.
• Work closely with other departments (e.g., technical support, sales, and logistics) to resolve customer issues.
• Participate in team meetings and training sessions to enhance skills and product knowledge.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Performance bonus

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