Customer Experience Representative

Porte + Hall; Remote; USD 60,000 - 80,000; Part time

Job summary

A dynamic e-commerce company is seeking a Customer Service Representative for a remote position with a 3-month initial contract and potential for part-time permanent employment. This role involves providing comprehensive customer support including managing inquiries, processing orders, and maintaining communication with inventory teams. Candidates should demonstrate strong customer service skills and the ability to solve problems proactively while collaborating with cross-functional teams.

Qualifications

• Experience in customer service operations.
• Ability to manage and prioritize customer inquiries.
• Strong communication skills for cross-functional collaboration.

Responsibilities

• Monitor and respond to customer service tickets.
• Communicate inventory status with the E-Commerce Manager.
• Provide daily status updates to the operations team.

Skills

Customer service skills

Proactive problem-solving

Effective communication

Tools

Gorgias platform

Job description

Contract Period:

3-month initial contract with potential transition to part-time permanent employment

Position:

Customer Service Representative

Reporting Structure:

Reports directly to COO

Work Arrangement:

Remote position

Time Commitment:

15-20 hours per week with flexible scheduling (weekends not required)

Service Deliverables:

Customer Support Operations

The Contractor will provide comprehensive customer service support including:

Ticket Management and Customer Communications

• Monitor, prioritize, and respond to all assigned customer service tickets within Gorgias platform
• Handle customer inquiries across email, social media platforms, and telephone as needed
• Process order modifications, returns, refunds, and shipping inquiries across omni-channel platforms
• Create and manage ticket tags and views to optimize workflow prioritization
• Provide proactive customer solutions and escalate complex issues to CX Manager following established protocols

Order and Inventory Coordination

• Communicate inventory status, backorders, and availability issues with E-Commerce Manager and warehouse operations team
• Process special orders for influencer and affiliate program participants
• Maintain accurate interaction records and order updates

Reporting and Communication

The Contractor will maintain regular communication and reporting schedules:

• Daily Reporting: Provide daily status updates to the broader operations team
• Weekly Team Participation: Attend weekly meetings with CX team, E-Commerce Manager, and Operations Manager to present ticket analytics by category and tag
• Marketing Coordination: Monitor promotional campaigns, newsletter schedules, and marketing events that may impact customer service requirements

Performance Standards:

• Maintain professional communication standards across all customer touch points
• Demonstrate proactive problem-solving approach to customer needs
• Collaborate effectively with cross-functional teams including warehouse, e-commerce, operations, and marketing

Contract Terms Summary:

This scope of work defines the service expectations for the initial 3-month contract period, with transition to permanent part-time employment on or before 90 days based on performance evaluation. The position has potential for growth to full-time with increased responsibilities over time. Scope of responsibilities may expand with business growth and operational needs.