Customer Service Representative - Richmond, VA

Ipostal1; Richmond (VA); On-site; USD 34,000 - 42,000; Full time

Job summary

iPostal1 is seeking customer service professionals in Richmond, Virginia to join an in-office team. The role involves answering calls, chats, and emails, delivering compassionate support, and helping customers navigate our digital mailbox services.

A two-week paid training starts Day 1, and on-site presence is required in Richmond. You will work with CRM and ticketing tools to resolve inquiries, manage expectations, and contribute to a positive customer experience.

Qualifications

• Experience in a customer service-oriented role.
• Excellent verbal and written communication skills.
• Comfort with supporting customers via phone, chat and email.
• Proficient in navigating CRM and ticketing tools.

Responsibilities

• Answer inbound calls from customers promptly and professionally.
• Identify the type of assistance needed.
• Escalate issues when appropriate to resolve inquiries.
• Deliver information in a positive, conversational, and compassionate manner.
• Manage customer expectations and satisfaction.
• Engage customers in online chat context.
• Assist customer tickets with general inquiries, product support, and sign-up issues via phone/email/chat.
• Provide mail support to the Mail Center Manager and perform related duties.

Skills

Customer service

Verbal communication

Written communication

CRM software

Multichannel support

Team orientation

Tools

CRM software

Ticketing system

Job description

We’re iPostal1 and we’re in growth mode!

This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in our Richmond, Virginia location.

There will be a two-week, paid training which starts on Day 1!

To join our customer service team, you should be comfortable supporting customers via the phone, on chat and through email, an excellent verbal and written communicator, able to think on your feet and have a positive, team-oriented attitude. If you enjoy assisting customers and want to make a career of it, this could be a great opportunity for you!

*Please note this is an in-office role. Remote work is not available.

Responsibilities:

• Answer inbound calls from customers in a prompt and professional manner
• Identify the type of assistance needed
• Ascertain level of assistance needed to resolve inquiry and escalat when appropriate
• Deliver all information in a positive, conversational, and compassionate manner to facilitate relationship development with clients
• Manage customer expectations
• Actively engage customers in on-line chat context
• Assist customer tickets from the queue with general inquiries, product support, service recommendation, and basic sign-up issues in a diverse technology environment (via phone/email/chat)
• Provide mail support to Mail Center Manager by performing duties such as mail sorting, digital uploading, dispensing, etc.
• Additional duties as assigned and deemed appropriate per level including but not limited to handling escalations, team supervision, analytics and reporting

Requirements

• Results oriented
• Strong work ethic
• Excellent verbal and written communication skills
• Previous experience in a customer service-oriented role
• Proficient in navigating in a CRM and/or multiple software applications

iPostal1 is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other category protected by law.