Customer Support Representative (On-Site; Full-Time/Part-Time)

Top Greener, Inc.; Irvine (CA); On-site; USD 28,000 - 32,000; Full time

Job summary

Top Greener, Inc. in Irvine, CA seeks a detail-oriented Customer Support Representative to handle inquiries, orders, returns, and product support across phone, email, and live chat.

The role blends customer service with content management, documenting interactions, maintaining FAQs, and coordinating with internal teams to ensure a high-quality customer experience in a fast-paced environment.

Qualifications

• 1–3 years of experience in customer service, ecommerce support, or a related administrative role.
• Proficiency in English (verbal and written).
• Strong communication, interpersonal, and problem-solving skills.

Responsibilities

• Provide exceptional support via phone, email, and live chat.
• Assist customers with order placement, tracking, information, troubleshooting, and inquiries.
• Handle returns, exchanges, and warranty claims per policy.
• Track shipments, resolve delivery issues, and liaise with logistics partners.
• Process online orders accurately and maintain records.
• Manage customer accounts and protect payment/contact information.
• Document interactions for timely resolution and follow-up.
• Identify recurring issues and share feedback with teams.
• Support content creation and product documentation using templates and AI tools.
• Review AI-generated content for accuracy and publishing readiness.
• Collaborate with product/tech teams to relay customer feedback.
• Use CRM/AI tools to analyze service trends and improve responses.
• Support internal projects related to customer service and journey.
• Welcome visitors and answer inquiries in a front-desk capacity.

Skills

Communication skills

Organizational skills

Problem solving

Multitasking

Team collaboration

English proficiency

Customer service

Education

Associate degree in business or communications

Equivalent professional experience

Tools

Zendesk

CRM software

Microsoft Office

Google Workspace

Job description

Top Greener is a leading provider of innovative wiring devices, lighting controls, and smart home products. Based in Irvine, CA, we are dedicated to empowering homes and businesses with high-quality, user-friendly, and energy-efficient solutions. Join our team and contribute to crafting the future of smart living.

Position Summary:

We are seeking a detail-oriented and customer-focused Customer Support Representative to serve as the first point of contact for customer inquiries, orders, returns, and product-related support across multiple communication channels. This role combines customer service responsibilities with operational and documentation support, including maintaining product listings, FAQs, and customer-facing content using internal templates and AI-based tools.

The ideal candidate is organized, dependable, tech-savvy, and comfortable working in a fast-paced environment. This position requires strong communication skills, attention to detail, and the ability to review and manage information accurately while collaborating with internal teams to support a high-quality customer experience.

Key Responsibilities:

Customer Service & Support:

• Provide exceptional support via phone, email, and live chat.
• Assist customers with order placement, order tracking, product information, troubleshooting, and general inquiries.
• Handle returns, exchanges, and warranty claims in accordance with company policies.
• Track shipments, resolve delivery issues, and coordinate with logistics partners.
• Process online sales orders efficiently and accurately while maintaining up-to-date records.
• Manage customer accounts, ensuring secure handling of payment and contact information.
• Document and follow up on customer interactions to ensure timely resolution and satisfaction.
• Identify recurring customer issues and communicate feedback to internal teams to help improve customer experience and support processes.
• Participate in initiatives to improve customer support services.

Product & Operations Coordination:

• Create and maintain product listing information, FAQs, and support documentation using internal templates and AI-based tools, ensuring content is accurate, organized, and customer-friendly.
• Review and verify AI-generated content for accuracy, consistency, formatting, and alignment with company standards before publication.
• Collaborate with product and technical teams to communicate customer feedback and support ongoing improvements to products, documentation, and customer experience.
• Use CRM and AI-based tools to manage customer tickets, analyze service trends, and enhance response quality.
• Support internal operational projects and process improvements related to customer service, product information management, and overall customer journey.

Front Desk & Office Support:

• Welcome and assist visitors, clients, and vendors in a professional and courteous manner.
• Answer and route incoming phone calls, emails, and inquiries to appropriate departments.
• Assist with general administrative and office coordination tasks to support daily operations.
• Support office organization, supply management, mail handling, and meeting coordination as needed.

Requirements and Qualifications:

• Proficiency in English (verbal and written) required.
• Associate degree in business, communications, or related field; or equivalent professional experience.
• 1–3 years of experience in customer service, ecommerce support, or a related administrative role.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Experience with CRM systems (e.g., Zendesk, Desk, or similar) preferred.
• Comfortable using digital and AI-based tools for communication, data tracking, and content management.
• Able to review, verify, and maintain accurate information across customer communications and product-related content.
• Self-motivated, dependable, and able to work both independently and collaboratively in a fast-paced environment.
• Professional, proactive, and customer-focused attitude.

Pay Rate: $20-$23/hour. Negotiable.

Employment Status: Full-Time or Part-Time