Phone-Based Customer Service Representative - eCommerce

We are seeking an eager, enthusiastic, and experienced customer service professional with strong communication and decision-making skills, and a great work ethic as our next Customer Service Representative. The position is full-time and remote, and will interact closely with our products (custom foam cushions, upholstery covers, and 100% natural organic mattresses) customers, and management team. Ideal work hours are 7am-3:30pm, Pacific Time, Monday-Friday.

The Customer Service Representative is responsible for maintaining effective customer service for all internal and external FoamOrder.com customers by utilizing excellent, in-depth knowledge of company products and programs as well as interacting with team members within the Customer Service Department and company management.

Essential Functions

• Interact with customers via email and phone
• Very strong written and verbal communication skills, always represents the company with high-quality communication
• Maintain positive interactions with customers, even during difficult situations and challenging interactions.
• Manage individual customer issues and ensure effective problem resolution
• Strong attention to detail and follow through to make sure what is promised to customers is delivered
• Positive attitude and customer-first mentality
• Problem solver who can make things happen and please customers while adhering to company policies
• Maintains in-depth working knowledge of FoamOrder.com systems and processes and can communicate to customers as necessary
• Sets performance standards to meet service goals of company, and adheres to tracking processes to ensure adherence to standards
• Provides feedback to the company regarding service failures or customer concerns
• Works continually towards self-development to stay current on customer service procedures & practices
• Able to resolve customer situations and to know when to escalate to more senior members of the customer service team
• Responds to customer inquiries and problem solving in a professional and effective fashion
• Acts as a resource in resolving customer issues brought to the Department by utilizing Company process knowledge and strong skills in negotiating and selling

Experience Desired

• Minimum 2-years in a phone-based customer-service role using software and involving website usage
• Familiarity with consumer eCommerce websites and interacting with customers regarding online purchases
• Very strong verbal and written communication skills. Excellent spelling and strong customer interaction skills are a requirement for this job
• Familiarity with interior design, sewing, measuring a strong positive for this role
• Please DO NOT APPLY if you do not have the experience requested

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Do you have a home-office or quiet place to work each day that will not interfere or interrupt high-quality customer interactions (no loud noises, loud children, loud animals, etc.)?

Education:

• Associate (Preferred)

Experience:

• Phone-based customer service: 2 years (Required)

Shift availability:

• Day Shift (Required)

Work Location: Remote