Email Customer Service Representative – Night Shift

This is a fully remote position, open to applicants in California, +17 more states.

📋 Description

• Deliver services to online shoppers by leveraging knowledge about the organization, its services, and products.

• Address customer requests, inquiries, and complaints through situation analysis and identification of suitable resources.

• Keep customer records updated and maintain account information.

• Evaluate support requests and clarify customer grievances.

• Identify underlying issues and provide the best solutions.

• Collaborate with team members and company staff to resolve problems.

• Accelerate corrections or adjustments and follow up to ensure resolution.

• Recognize, document, and inform managers about emerging trends.

• Suggest improvements to processes.

• Offer on-the-job training for new hires.

• Coordinate activities with merchant affiliate networks.

• Grant valued member bonuses in instances of Cash Back denials.

• Deliver customer service mainly via email (90%) and chat (10%).

• Assist customers based in Canada.

⛳️ Requirements

• High School Diploma/GED or equivalent is mandatory.

• Bachelor’s Degree or equivalent is preferred.

• Ability to type at least 50 words per minute; 55 words per minute is desirable.

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

• Preferably 2–3 years of customer service experience.

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

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

• Proficient understanding of computer systems, email applications, and internet navigation.

• Capability to navigate online stores and the internet effectively.

• Familiarity with technical/keyboard shortcuts, such as CTRL+C and CTRL+V.

• Ability to respond to customer queries in a professional and precise manner.

• Strong verbal and written communication skills are essential.

• Excellent problem-solving skills.

• Proficient word-processing and typing abilities.

• Capable of organizing and prioritizing multiple tasks.

• Attention to detail with language and numerical accuracy.

• Working knowledge of MS Word and Excel is required.

• Persistence, determination, and a friendly but firm approach.

• Understanding of customer service, retail, data entry, chat support, Zendesk, and call-center support.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Voluntary Life Insurance & AD&D for employees and their dependents.

• Short and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

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