Customer Service Representative

Boston General Store; Dedham (MA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health insurance stipend

Paid time off

Sick time

Job summary

Boston General Store is hiring a Customer Service Representative to respond to online customer inquiries by phone and email. You will support order placement, tracking, and returns while maintaining a positive customer experience.

This full-time role includes seasonal peak periods and occasional warehouse tasks. PTO, sick time, and health insurance stipend are offered to full-time employees.

Qualifications

• Strong communication skills, both verbal and written.
• Excellent problem-solving and conflict-resolution abilities.
• Previous customer service experience, preferably in e-commerce.
• Strong attention to detail and accuracy.
• Able to prioritize and manage time effectively.
• Adapt communication style to different customers.

Responsibilities

• Serve as first point of contact for customer inquiries via phone and email.
• Address issues with online orders and work toward timely resolutions.
• Assist customers with order placement, shipment tracking, and returns/exchanges.
• Track and report shipping errors, packing issues, and defective products.
• Collaborate with Shipping/Receiving/Buying to address recurring concerns.
• Follow procedures and policies while maintaining positive customer relationships.
• Assist with warehouse tasks during low customer service volume.

Skills

Strong communication

Problem-solving

Customer service experience

Attention to detail

Time management

Team-oriented

Job description

Reports to: Operations Director & Fulfillment Manager

Boston General Store is looking for a Customer Service Representative (CSR) who is organized, articulate, and compassionate. This role is responsible for responding to the needs and inquiries of our online customers by phone and email. The ideal candidate is a patient individual who is passionate about the products we carry and is able to connect with our customers to offer the best customer experience possible.

While customer service is the primary focus of this role, inquiry volume varies seasonally. During non-peak periods, the Customer Service Representative will assist with shipping, receiving, and other warehouse tasks to support daily operations.

Key Responsibilities:

• Serve as an initial point of contact for customer inquiries and issues, responding professionally, promptly, and empathetically.
• Contact customers regarding issues with online orders and work toward timely resolution.
• Assist customers with order placement, shipment tracking, and returns or exchanges.
• Track and report shipping errors, packing issues, and damaged or defective products.
• Collaborate with the Shipping, Receiving, and Buying teams to address recurring customer concerns and trends.
• Follow communication procedures, guidelines, and policies while maintaining a positive relationship with the customers.
• Assist with shipping, receiving, and other warehouse functions during periods of lower customer service volume.

What We’re Looking For:

• Strong communication skills, both verbal and written
• Excellent problem-solving and conflict-resolution skills
• Previous customer service experience, preferably in an e-commerce environment
• Strong attention to detail and a commitment to accuracy
• Skilled at prioritizing and managing time effectively
• Able to adapt communication style to different customer personalities and situations
• Comfortable working both independently and as part of a team
• Comfortable transitioning between customer service and warehouse responsibilities as business needs change, including desk-based work during high-volume customer service periods and standing for extended periods while packing and shipping orders.
• Paid time off (PTO) and sick time
• Health insurance stipend for full-time employees

Schedule

• Full-time position, 35-40 hours per week
• Availability during peak periods, including the holiday season, is required
• Certain blackout dates may apply during high-volume fulfillment times