Customer Service Representative

Gierd; Spokane (WA); Remote; Full time

Job summary

A leading company specializing in ecommerce management tools is seeking a Customer Service Representative to provide exceptional support remotely or onsite. This full-time position focuses on enhancing the customer experience through effective communication and issue resolution. Ideal candidates will possess experience in ecommerce, strong interpersonal skills, and a collaborative attitude.

Qualifications

• 1-3 years experience in ecommerce or customer service.
• Knowledge of online marketplaces such as Amazon and eBay.
• Proficiency with CRM platforms and data management.

Responsibilities

• Assist customers with purchases, product information, and returns.
• Handle inquiries via telephone, email, online chat, and more.
• Identify trends and recommend service improvements.

Skills

Communication

Interpersonal skills

Problem-solving

Tools

Zendesk

Microsoft Office

Google Workspace

Job description

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Applicants must be U.S. citizens and reside in one of the following states: Idaho (ID), Washington (WA), Montana (MT), Georgia (GA), Florida (FL), or Texas (TX).

Company Description

Gierd's ecommerce management tools are designed to empower brands with actionable insights, enabling rapid growth in the marketplace. Gierd's mission is to facilitate business expansion through advanced data insights, systems, and tools that allow brands and marketplaces to scale smartly.

Role Description

This is a full-time remote role for a Customer Service Representative located in ID, WA, MT, GA, FL, or TX. Onsite/Hybrid options are available in Post Falls. The Customer Service Representative will be responsible for providing excellent customer support, ensuring customer satisfaction, and enhancing the overall customer experience. Daily tasks include handling customer inquiries, resolving issues, maintaining customer records, and delivering top-quality service to all clients.

The representative will manage all Customer Service responses on third-party online marketplaces using Zendesk and ChannelReply. Ensuring timely and professional responses to customer inquiries, returns, exchanges, and escalations is essential.

Responsibilities:

• Assist customers with purchases, product information, and returns.
• Handle inquiries via telephone, email, online chat, Q&A, and other communication channels.
• Understand customer needs through research and provide appropriate solutions.
• Answer questions about warranties or terms of sale.
• Suggest solutions for product malfunctions.
• Escalate critical issues to leadership.
• Identify trends and recommend system and process improvements.
• Collaborate with leadership to improve service metrics.

Desired Skills and Experience:

• 1-3 years experience in ecommerce, online sales, or customer service.
• Knowledge of online marketplaces (Amazon, eBay, Walmart, etc.).
• Strong written and verbal communication skills.
• Excellent interpersonal skills and ability to work collaboratively.
• Proficiency with Microsoft Office or Google Workspace, including Excel or Sheets.
• Experience with CRM platforms like Zendesk.
• Experience in a metrics-driven environment.

Starting pay is $20 per hour.

Seniority level

• Entry level

Employment type

• Full-time

Industries

• Software Development

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