Customer Service Representative, Email & Chat Support
Overview
You will own the full customer experience for an online membership and e-commerce platform, handling 90% email and 10% chat support with 50+ WPM typing. You will join a remote-first team of 80,000 professionals supporting 6,000 clients, including 80% of the Fortune 500. This contract-to-hire role offers 4 months with potential for permanent placement. You will work independently in a distraction-free home office, resolving account issues and collaborating with internal teams. This role stands out for its fully remote setup and weekend shift flexibility.
What You'll Do8
- 1Respond to customer inquiries via email and chat within 24 hours, ensuring accurate and professional resolutions.
- 2Investigate account issues using CRM tools like Zendesk to identify root causes and apply fixes.
- 3Update customer records and maintain detailed logs of interactions and resolutions.
- 4Research solutions for complex problems using internet resources and internal knowledge bases.
- 5Collaborate with internal teams to escalate unresolved issues and provide feedback on recurring trends.
- 6Follow up with customers to confirm satisfaction and closure of support tickets.
- 7Document recurring issues and recommend process improvements to reduce ticket volume.
- 8Support onboarding of new team members by sharing best practices and answering questions.
Requirements7
- 11-3 years of customer service experience, including email and chat support.
- 250+ WPM typing speed and proficiency with keyboard shortcuts like Ctrl+C and Ctrl+V.
- 3Strong internet navigation skills and familiarity with online shopping platforms.
- 4High school diploma or GED.
- 5Ability to work 1st shift (6:15 AM - 2:45 PM or 8:30 AM - 5:00 PM) or 2nd shift (3:00 PM - 11:30 PM), including at least one weekend day and assigned holidays.
- 6Dedicated, distraction-free workspace with reliable internet connection.
- 7Residency in an approved hiring state: CA, CO, CT, DC, FL, IL, MA, MI, MN, NH, NJ, NY, NC, OR, SD, TX, UT, WI, or WY.
Salary Insight
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