Customer Service Specialist – Case Management

This is a fully remote position, open to applicants in Alabama, +15 more states.

📋 Description

• Engaging with customers primarily via email to address concerns submitted through our website.

• Responding to internal email inquiries made by Store Leaders and Store Associates.

• Following up on all email cases raised by Internal Phone and Chat Specialists to ensure resolution.

• Assisting and following up with customers who initially contacted us through Live Chat but submitted their requests via email due to availability.

• Serving as the initial point of contact for most customer issues and ensuring timely escalation to other departments as necessary.

• Interacting with customers and team members in a friendly, respectful, and professional manner.

• Attentively listening to customer needs and concerns, demonstrating empathy, and maximizing opportunities to build rapport.

• Providing courteous, friendly, and professional support to customers while adhering to Quality and KPI standards.

• Resolving all customer concerns within 48 hours, with initial communication occurring within 24 hours.

• Taking ownership of customer issues through real-time resolution or timely follow-up by utilizing available tools and resources.

• Accurately documenting customer accounts, orders, and Salesforce cases to ensure comprehensive information is available for issue resolution.

• Participating in initiatives aimed at enhancing customer satisfaction and business performance.

• Adhering to communication procedures, guidelines, and company policies.

• Proposing additional products and services when appropriate.

• Collaborating with the management team to remain informed about new products, services, and processes.

• Working with cross-functional teams to escalate issues affecting customers.

• Processing and managing orders as required.

• Providing Sales Recovery whenever feasible instead of simply canceling customer orders.

• Striving to resolve customer issues during the first interaction through proactive problem-solving.

⛳️ Requirements

• High School Diploma or Equivalent is required.

• Open availability to work within operating hours and days.

• Experience in multi-tasking (using dual computer monitors, typing, and speaking).

• Successful candidates will possess prior customer care, sales, or technical experience in a service environment.

• Excellent verbal, written, and interpersonal communication skills with customers and colleagues.

• Ability to actively listen and demonstrate empathy towards customer concerns.

• Capacity to prioritize work efforts and maintain strong attention to detail.

• Ability to multi-task, prioritize, and manage time effectively.

• Capability to de-escalate and resolve complex problems.

• Strong problem-solving, collaboration, patience, and tech-savviness skills.

• Must be team-oriented.

• Passionate about creating a world-class customer experience by enthusiastically supporting all customer requests.

🏝️ Benefits

• Bonus opportunities and career advancement possibilities at every level.

• Programs designed to help you achieve your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program.

• Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria).

• Work-life balance benefits, including: Paid vacation and sick time for eligible associates, Paid holidays plus a personal holiday, and Paid Volunteer Time Off starting on Day 1.