CLIENT SERVICE REP | POST-PURCHASE SUPPORT TEAM key supporting role for our very busy support team. this role has a direct impact on customer satisfaction and company results.
key responsibilities
● first line of contact for our clients (post-purchase) answering questions regarding all aspects of their purchases such as material-technical information, order status updates, proactively tracking delayed orders, troubleshooting damaged delivery, corresponding with our 3rd party shipping company, filing claims, and any other customer support relating to the post-purchase experience.
● maintain a clear understanding of clé’s policies on cancellations, damage, refunds, and escalation processes.
● manage all customer interactions via chat, email, phone, and internal ticketing system (answer, follow-up, escalate when needed, and always resolve) in a timely manner.
● accurately documenting customer interactions, adjustments to transactions, refunds, returns, and cancellations using already established reporting channels.
● communicating and working hand in hand across multiple departments, including sales, product development, and supply chain, to help resolve customer-related issues in a timely fashion.
● mastery of our internal customer relationship management tools and point of sale platform.
● mastery of our inventory system, slack for internal company communications, and other google suite applications required for daily tasks i.e. email, google docs, and calendar.
● contributing role to backend CSR new employee training as designated CSR team lead and CSR manager.
● supervised by CSR team lead & reports to backend CSR manager.
qualifications and skills
● customer service background
● customer centric
● ability to self-motivate while also being part of a wider team
● comfort with learning and using software crm and a host of digitally supported platforms
● strong organizational, time management, and problem-solving skills
● willingness to ask for help and share your knowledge
● strong analytical skills and attention to detail
● ability to learn quickly
● ability to work from home with internet access (if work from home is necessary)
● ability to report to Marin HQ periodically for company wide events
● college degree preferred but not required
Job Type: Full-time
Salary: $55,000.00 - $65,000.00 per year plus benefits
To apply please send your cover letter and resume to contact@cletile.com
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Work Location: Hybrid remote in San Rafael, CA 94901