Job Overview: We are seeking a dedicated Customer Experience Representative who has hands-on experience with Shopify and a background working in retail or in a direct to consumer space. This role involves assisting customers with inquiries, resolving issues, processing returns, and providing exceptional support to ensure a seamless shopping experience. The ideal candidate will be adept at navigating the Shopify platform and possess excellent communication skills and have a passion for the Outdoors!

Key Responsibilities:

Customer Support: Using Gorgias to address customer inquiries via email and chat, with professionalism and efficiency. Resolve issues related to orders, products, and returns while providing clear and helpful guidance.
Shopify Expertise: Utilize your Shopify knowledge to assist customers with account management, order tracking, product information, and troubleshooting issues on the platform.
Order Management: Process orders, track shipments, and handle returns and exchanges through the Shopify, Ship Hero, and Loop systems. Ensure accurate and timely management of all customer edits and questions about returns.
Returns Processing: Working closely with the Returns team to problem solve and resolve any outstanding issues with customers returns and refunds.
Product Knowledge: Maintain up-to-date knowledge of our products and services to offer accurate information and recommendations to customers.
Feedback and Improvement: Gather customer feedback and identify areas for improvement in the customer experience. Collaborate with the team to implement enhancements and resolve recurring issues.
Documentation: Maintain detailed records of customer interactions, returns, and transactions in our CRM system. Document issues and resolutions for future reference and quality assurance.
Collaboration: Work closely with other departments, such as shipping and fulfillment, to ensure a cohesive and efficient customer experience.

Qualifications:

Experience: 1+ years experience in a customer service role with a strong emphasis on working with the Shopify platform and managing returns. Familiarity with Shopify’s features, tools, and return processes is essential.
Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and empathetically.
Problem-Solving: Strong problem-solving abilities with a keen attention to detail. Capable of handling challenging situations with a positive attitude.
Technical Skills: Proficient in using Shopify, Gorgias, Loop Returns, and Ship Hero. Basic knowledge of FedEx and USPS websites is a plus.
Customer-Centric Attitude: Demonstrated commitment to delivering exceptional customer service and maintaining a positive customer experience.
Organization: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Education: High school diploma or equivalent; additional qualifications in customer What We Offer:

Competitive Salary: Based on experience
Benefits Package: health insurance, paid time off
Flexible Work Environment: Preferred hours 7-4, but flexible. M-F with some ‘peak’ days required. On-site in our North Austin warehouse/office.

Job Type: Full-time

Pay: $18.13 - $19.16 per hour

Benefits:

Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance

Shift:

Day shift

Education:

High school or equivalent (Required)

Experience:

Shopify: 1 year (Required)
Wholesale: 1 year (Required)

Ability to Commute:

Austin, TX 78705 (Required)

Work Location: In person

Poncho Outdoors

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