Customer Care Lead

Full-time

Description

Position Summary

The Customer Care Lead is responsible for providing exceptional service and support to customers and internal stakeholders via phone, email, Zendesk, and live chat. This role serves as the first point of contact for inquiries related to website navigation, order submissions, shipping, product information, and issue resolution. The Customer Care Lead will work collaboratively with cross-functional teams to ensure a seamless customer experience by accurately processing orders, returns, refunds, and exchanges while delivering timely and effective solutions.

Ideal candidates are proactive problem solvers with strong communication skills who can handle inquiries efficiently, troubleshoot products or service issues, and maintain a positive and professional demeanor in all customer interactions.

Key Responsibilities

Customer Care

Responsible for helping and problem solving with our customers and internal stakeholders via phone, email Zendesk or chat. Inquiries will range from website assistance, order submissions, questions and issues, shipping questions, product questions.

• Greet customers warmly and ascertain problem or reason for calling, emailing or chatting
• Assist with placement of orders, refunds, returns or exchanges
• Resolve customer complaints and concerns via phone, email or live chat
• Use telephones, email and chat to reach out to customers and verify account information
• Quote for, place or cancel orders
• Suggest solutions with product issues
• Work with department head to ensure proper customer service is being delivered
• Process quotes, returns and exchanges
• Manage inbound and outbound inquiries in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions.
• Guide customers through troubleshooting, navigating the company website or using the products or services
• Assist in placing orders as needed.
• Assist in processing authorized refunds as needed
• Assist in shipping returns as needed
• Performs other related duties as assigned or requested

Requirements

Where You Shine

• Planning/Organizing – Ability to multi-task, prioritize and manage time efficiently; Detail oriented?
• Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Works well in group problem solving situations; Uses reason?
• Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions?
• Written Communication - Writes clearly and concisely; Able to read and interpret written information?
• Attention to detail?

Requirements:?

• High school degree or equivalent?
• Minimum 2 years of related work experience?
• Proficient with Microsoft Outlook, Word and Excel?
• Proven customer support experience or experience as a client service representative?
• Strong phone contact handling skills and active listening?
• Familiarity with Woo, Shipstation and Zendesk systems and practices, preferred
• Knowledge of Microsoft Office Suite including Outlook, Word and Excel?

Physical Demands of the Position:?

• Must be able to remain in a stationary position 50%?
• Movement about inside the office or event space to assist at various workstations, access file cabinets, office machinery, event displays and materials, boxes, pallet racks, forklifts, etc.?
• Constantly operates a computer and other office productivity machinery, such as a computer, calculator, copy machine and computer printer?
• Frequently communicates with internal and external audiences via phone, computer and in person. Must be able to exchange accurate information in these situations?
• Must be able to detect and determine details pertaining to work performed - this position requires frequent reviewing of documents and electronic communication, and making determinations based on information received?
• Fine motor skills such as tablet and computer use?
• Event preparation activities include occasional pushing, pulling, lifting, grasping, stooping, and crouching?
• May be exposed to adverse environmental conditions?