Email Customer Service Representative, 2nd/3rd Shift

This is a fully remote position, open to applicants in California, +18 more states.

📋 Description

• Offer assistance to online shoppers regarding the organization’s offerings and products

• Assess support inquiries and clarify customer grievances

• Identify the root causes of customer issues

• Maintain and update customer accounts and records

• Choose and articulate solutions to resolve concerns

• Collaborate with internal teams to address challenges

• Accelerate corrections or adjustments as needed

• Follow up to confirm resolutions

• Identify, document, and notify the manager about emerging trends

• Suggest process enhancements

• Deliver on-the-job training for new staff members

• Coordinate with merchant affiliate networks

• Offer valued member bonuses in situations of Cash Back denials

• Primarily provide customer service via email, with some chat support

• Assist the team focused on Canada

⛳️ Requirements

• High School Diploma/GED is mandatory

• 1–3 years of experience in customer service, including chat or email

• 2–3 years of customer service experience is preferred

• Familiarity with customer relationship management (CRM) software is advantageous

• Experience in customer service within the high-tech/internet sector is preferred

• Must have a typing speed of at least 50 WPM

• Understanding of online stores/shopping

• Capability to navigate the internet effectively

• Knowledge of technical/keyboard shortcuts such as CTRL+C and CTRL+V

• Proficient in computer systems, email applications, and internet navigation

• Ability to respond to customer inquiries with professionalism and precision

• Exceptional verbal and written communication skills

• Strong problem-solving skills

• Excellent word-processing and typing capabilities

• Skill in organizing and prioritizing multiple tasks

• Attention to detail with language and numbers

• Proficient in MS Word and Excel

• Persistence, determination, and a friendly yet firm demeanor

• Must be eligible to work in one of the following states: California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Michigan, Minnesota, North Carolina, New Hampshire, New Jersey, New York, Oregon, South Dakota, Texas, Utah, Wisconsin, or Wyoming

• Bachelor’s Degree or equivalent is preferred

🏝️ Benefits

• Medical, dental & vision coverage

• Critical Illness, Accident, and Hospital insurance

• 401(k) Retirement Plan with both pre-tax and Roth post-tax contributions available

• Life Insurance options (Voluntary Life & AD&D for both the employee and dependents)

• Short-term and long-term disability coverage

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave)