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:
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
