Customer Service Representative

VIVO is a U.S. based company that designs, manufactures, and supplies a diverse selection of products across multiple unique product markets. We desire to create functional solutions that fit unsolved needs and better the experience of every customer we serve. Our dedicated team collaborates with factories around the world to design and build functional products of the highest quality materials. Products we supply and manufacturer include a vast range of computer monitor and TV mounts, TV carts, projector screens and mounts, height-adjustable desks, stand to sit desk mounts, computer cases, network cable and other miscellaneous categories. www.vivo-us.com

Schedule for the job is Monday - Friday from 10 am - 7 pm and every 8th Saturday from 8 am - 4 pm.  This position is onsite in Goodfield, IL.  

The Customer Support Representative is responsible for assisting customers with questions on products, fulfilled orders and shipping issues.   

Key Accountability #1

Assist with Customer Questions

1. Emails through HelpScout
2. Phone Support
3. Online Chat

Key Accountability #2

Assist with Customer Returns

1. Manage incorrect returns
2. Issue refunds as needed
3. Contact reps when necessary and respond to cases with Amazon and other Marketplaces

Key Accountability #3

Solve Replacement & Shipping Issues for Customers

1. Make labels for replacement parts if needed
2. Cancel orders for shipping
3. Ship and test replacements