Job Description

YOUR ROLE

Do you have the business savvy and problem-solving skills necessary to thrive in a start-up environment? Are you looking to hit the ground running and have an immediate impact in a highly visible role?

As our Customer Service Representative, you will work with the team to ensure customers are satisfied with their experience with us during the before and after sales process. You and the sales team will spearhead our efforts to position Castlery as a major player in the regional design landscape.

CORE RESPONSIBILITIES

• Service customers seeking assistance with pre-order inquiries such as product information, marketing campaigns and identify leads to upsell by utilizing our online customer service platform.

• Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.

• Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.

• Project a professional company image through phone, chat and email interactions.

• Recognize, document and alert supervisors of trends in customer calls.

• Generating and monitoring performance reports to achieve higher customer satisfaction.

• Uphold high customer service standards.

• Perform other job-related duties and responsibilities as may be assigned to you from time to time by the Company and/or your supervisor or manager i.e. process calls or emails to service customers when call demand dictates

REQUIREMENTS

• Freshdesk experience or equivalent required

• Excellent communication skills, both written and verbal

• 2+ years of sales experience in the related field is a plus

• A successful track record working in a high-volume environment.

• Able to solve problems by thinking analytically and creatively.

• Familiar with the latest e-commerce trends, experience in furniture and retail is a plus

• Regular and reliable attendance is an essential function of this position.

• High flexibility during Castlery’s busiest periods, including weekends and holidays as needed

• Ability to empathize with and prioritize customer needs

• Exude patience and ownership with each customer

• Ability to determine customer needs and provide appropriate solutions, setting expectations with customers

• E-commerce and/or amazon model experience