AI-Driven Customer Support Specialist

Aprés Nail, Inc.; California (MO); On-site; USD 26,000 - 29,000; Full time

Job summary

Aprés Nail, Inc. is seeking a Customer Service Representative to be the first point of contact for customers across our online marketplace channels. You will resolve inquiries with professionalism and help train, test, and refine AI-powered tools to improve response speed and quality.

You may also handle administrative tasks, maintain records, process orders, and coordinate with teams to uphold brand standards across platforms like Amazon, Walmart, eBay, and Etsy.

Qualifications

• High school diploma or equivalent is typically required.
• Excellent verbal and written communication skills are essential for effectively interacting with customers and colleagues.
• The ability to manage multiple tasks simultaneously, such as answering calls, responding to emails, and handling customer inquiries.
• The ability to accurately record information, process orders, and follow up on customer requests.
• Comfort using, or willingness to learn, e-commerce marketplace seller platforms (e.g., Amazon Seller Central, Walmart Marketplace, Etc).
• Comfort using, or willingness to learn, AI-assisted support tools such as chatbots, automated macros, and response-suggestion software.

Responsibilities

• Handling Customer Inquiries: Responding to customer queries via phone, email, or chat in a timely and professional manner.
• Resolving Issues: Addressing and resolving customer complaints, problems, or requests effectively and efficiently
• Providing Information: Offering accurate and up-to-date information about products, services, and company policies to customers.
• Processing Orders: Assisting customers with placing orders, processing payments, and managing order changes or cancellations.
• Supporting Marketplace Channels: Monitoring and responding to customer messages, reviews, and inquiries across third-party marketplace platforms (e.g., Amazon, Walmart, TikTok, etc), and ensuring all interactions meet each platform's service and performance standards.
• Supporting AI-Powered Service Tools: Assisting in the development and improvement of AI-powered customer service tools - including reviewing customer interactions to help train AI models, testing and providing feedback on AI-generated responses for accuracy and tone, and helping configure automation such as macros, auto-tagging, and chatbot workflows.
• Maintaining Records: Keeping detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Providing Feedback: Offering feedback to management about customer concerns, recurring issues, and suggestions for improvement - including how AI-assisted responses are performing in real interactions.
• Collaborating With Colleagues: Communicating and coordinating with other team members and departments to resolve customer issues and improve overall customer service.
• Upholding Company Standards: Adhering to company policies, brand voice, and quality standards across all customer touchpoints, including marketplace and AI-assisted channels.
• Managing Customer Accounts: Handling customer accounts, including updating account information, processing account changes, and managing account-related inquiries.
• Handling Escalations: Escalating complex or unresolved customer issues to higher levels of management or specialized departments for resolution.

Skills

Verbal and written communication

Multitasking

Attention to detail

Customer service oriented

Education

High school diploma or equivalent

Tools

Amazon Seller Central

Walmart Marketplace

AI-assisted support tools

Job description

Aprés Nail, Inc. is seeking a Customer Service Representative to be the first point of contact for customers across our online marketplace channels. You will resolve inquiries with professionalism and help train, test, and refine AI-powered tools to improve response speed and quality.

You may also handle administrative tasks, maintain records, process orders, and coordinate with teams to uphold brand standards across platforms like Amazon, Walmart, eBay, and Etsy.