Customer Service Agent

Responsibilities for the role:

Handling tickets from start to finish utilizing various tools

Expediting of other agent tickets and following up when necessary

Providing excellent, empathetic, and effective customer service

Can speak up and notify leads of any issues or questions

Ability to handle upwards of 40+ tickets per day

CSAT quality of 95% or higher

Responding to tickets within 4-24 hours for initial and follow up responses

Handling Chats/Phone Calls

Good attendance

Creating SOP's and building efficiencies within work flows

Possible leading of internal projects

Possible second shift opportunities

Possible weekend shift (ie. Wednesday – Sunday)

Requirements for the role:

Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook

2 years+ of customer service experience - ecommerce experience a plus

Ability to multitask

A natural ability to de- escalate challenging requests/customers

Ability to communicate well verbally and written

Ability to speak and present in larger groups

Strong attention to detail and organizational skills

Strong ability to be proactive

Exceptional time management Skills

Remote work arrangement