Job Description

Let’s face it: sometimes when people write customer service, they aren’t the most rational or pleasant. Mercatalyst needs resilient, diplomatic, patient, thick-skinned people who maintain perspective and a sense of humor to address, resolve, and/or defuse customer comments, questions, and complaints. We need people who can respond to inquiries and feedback quickly, problem solve in a professional manner, hunt down where there are issues, keep track of when they’re happening, and help narrow in on the causes and solutions. A good customer support representative can solve customer issues. A great one can help prevent them from happening in the first place.

Qualifications

Desired Skills and Experience:

• 2+ years’ experience in customer service, preferably in internet retail / e-commerce business
• Excellent writing skills
• Excellent computer / internet skills
• Experience with spreadsheets, especially Google Docs
• Familiarity with Salesforce and ZenDesk
• Excellent computer / internet skills

Bonus: Able to take night and weekend shifts on occasion (after initial in-office training)

Success looks like:

• Comprehending and empathizing with customer comments, concerns, and complaints;
• Composing email responses that are grammatically correct, clear, concise, and reflective of Mercatalyst’s community tone and style;
• Responding when appropriate with warmth, wit, and humor as a real person instead of a corporate drone;
• Following Mercatalyst’s policies when deciding on solutions for customers;
• Collaborating with other departments (warehouse operations, merchandising, sourcing, etc.) to communicate issues and coordinate responses;
• Working efficiently and quickly to maintain productivity and reasonable response times;
• Tracking customer issues to help report on patterns and trends, and tagging cases for metric tracking and future report building

Experience:

• customer service with online ordering/e-commerce business: 1-3 years (Preferred)

Education:

• High school or equivalent (Preferred)

Additional Information

We are an equal opportunity employer.  We strictly prohibit unlawful discrimination or harassment of any kind, including discrimination or harassment on the basis of race, color, national origin, ancestry, religion, veteran status, age, pregnancy status, sex, gender identity or expression, sexual orientation, marital status, mental or physical disability, medical condition, or any other characteristics protected by law.  We also make all reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.