Southwest Boulder & Stone
Customer Service Representative | eCommerce CSR
Southwest Boulder & Stone, Fallbrook, California, us, 92088
Our eCommerce division is looking for a Customer Service Representative (CSR) to assist with managing marketplace sales and customer service for the eCommerce division. This role requires processing large amounts of online orders, answering high call/message volume while providing exceptions customer service at all times. THIS IS NOT A REMOTE JOB.
Job Duties:
Act at the voice of the eCommerce division by delivering exceptional experience to current and prospective customers by providing service via phone, email, and live chat. Assist customers with product inquiries, price and availability quotes, order entry, follow-up, shipment tracking, returns, refund support, while ensuring effective problem-solving for customers anytime their experience did not go as planned. Escalate issues as need to management. Constantly improve the overall customer experience by monitoring marketplace feedback, identifying opportunities for improvement and reporting customer pain points to management. Monitor all marketplace metrics and seller-rating. Update management as needed. Monitor all online marketplace e-commerce channels (Amazon, Wayfair, Walmart, Home Depot, Jet, eBay, etc.) to ensure customer questions and reviews are responded to in a timely manner. Response to all calls and inquires within the shortest time frame possible. Ensure all issues are resolved in a manner that provides exceptional customer services at all times. Ideal Candidate:
Must have strong computer skills including use Office365 and more Extremely detail oriented and organized Manage time efficiently due to large number of daily tasks Excellent organizational, mathematical, analytical and problem-solving skills Dependable and Reliable Excellent written and verbal communication skills including ability to adapt to various audiences Ability to work independently and as part of a team 1-3 year of experience in e-commerce/marketplace based setting Benefits
:
Employees receive health benefits such as vacation accrual and sick pay, paid holidays and the opportunity to participate in a generous 401(k) program. Health Benefits include Medical, Dental and Vision plans as well as life insurance and accident plans. Employer covers 85% of EMPLOYEE ONLY medical coverage After 1 year of employment, employer provides up to 5% 401k match Full-time Benefit eligible position
Physical requirements
N (Not Applicable)
Activity is not applicable to this position
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 to 3 hrs per day)
F (Frequently)
Occupation requires this activity from 33%-66% of the time (3+ to 6 hrs per day)
C (Constantly)
Occupation requires this activity more than 66% of the time (6+ hrs per day)
Sitting
F
Walking
O
Crawling
N
Reaching Out
F
Standing
O
Bending
O
Stooping
O
Reaching Up
F
Speaking
C
Squatting
N
Seeing
C
Twisting
F
Hearing
C
Kneeling
N
Driving
N
Grasping
C
Wrist Deviation (side to side)
C
Noise Exposure
N
Working Outdoors
N
Hand/Wrist Repetitions (Up & Down)
C
Exposure to extreme weather conditions
N
Handling/Fingering
F
Wearing PPE (Personal Protective Equipment)
N
Lift / Carry
Pushing / Pulling
< 10 lbs
F
11-25 lbs
O
11-25 lbs
F
26-35 lbs
O
26-35 lbs
O
36-50 lbs
N
36-50 lbs
N
50+lbs
N
50+lbs
N
Candidates may be subject to pre-employment drug testing and/or background screening.
Job Duties:
Act at the voice of the eCommerce division by delivering exceptional experience to current and prospective customers by providing service via phone, email, and live chat. Assist customers with product inquiries, price and availability quotes, order entry, follow-up, shipment tracking, returns, refund support, while ensuring effective problem-solving for customers anytime their experience did not go as planned. Escalate issues as need to management. Constantly improve the overall customer experience by monitoring marketplace feedback, identifying opportunities for improvement and reporting customer pain points to management. Monitor all marketplace metrics and seller-rating. Update management as needed. Monitor all online marketplace e-commerce channels (Amazon, Wayfair, Walmart, Home Depot, Jet, eBay, etc.) to ensure customer questions and reviews are responded to in a timely manner. Response to all calls and inquires within the shortest time frame possible. Ensure all issues are resolved in a manner that provides exceptional customer services at all times. Ideal Candidate:
Must have strong computer skills including use Office365 and more Extremely detail oriented and organized Manage time efficiently due to large number of daily tasks Excellent organizational, mathematical, analytical and problem-solving skills Dependable and Reliable Excellent written and verbal communication skills including ability to adapt to various audiences Ability to work independently and as part of a team 1-3 year of experience in e-commerce/marketplace based setting Benefits
:
Employees receive health benefits such as vacation accrual and sick pay, paid holidays and the opportunity to participate in a generous 401(k) program. Health Benefits include Medical, Dental and Vision plans as well as life insurance and accident plans. Employer covers 85% of EMPLOYEE ONLY medical coverage After 1 year of employment, employer provides up to 5% 401k match Full-time Benefit eligible position
Physical requirements
N (Not Applicable)
Activity is not applicable to this position
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 to 3 hrs per day)
F (Frequently)
Occupation requires this activity from 33%-66% of the time (3+ to 6 hrs per day)
C (Constantly)
Occupation requires this activity more than 66% of the time (6+ hrs per day)
Sitting
F
Walking
O
Crawling
N
Reaching Out
F
Standing
O
Bending
O
Stooping
O
Reaching Up
F
Speaking
C
Squatting
N
Seeing
C
Twisting
F
Hearing
C
Kneeling
N
Driving
N
Grasping
C
Wrist Deviation (side to side)
C
Noise Exposure
N
Working Outdoors
N
Hand/Wrist Repetitions (Up & Down)
C
Exposure to extreme weather conditions
N
Handling/Fingering
F
Wearing PPE (Personal Protective Equipment)
N
Lift / Carry
Pushing / Pulling
< 10 lbs
F
11-25 lbs
O
11-25 lbs
F
26-35 lbs
O
26-35 lbs
O
36-50 lbs
N
36-50 lbs
N
50+lbs
N
50+lbs
N
Candidates may be subject to pre-employment drug testing and/or background screening.