E-commerce Customer Service Associate

The HEAT Group; Town of Florida (NY); On-site; USD 32,000 - 42,000; Full time

Job summary

The Miami HEAT Retail Online team is hiring an E-Commerce Customer Service Representative to provide exceptional service to MIAMIHEATSTORE.com customers via phone and email. You will handle merchandise, order and refund inquiries, and support online shopping experiences.

Key duties include resolving order issues, supporting special projects, and maintaining thorough records of customer interactions. Proficiency in Microsoft Office and Photoshop helps manage documentation and product visuals.

Qualifications

• At least 1 year of proven customer service experience.
• Associate's degree or equivalent from a 2-year college or technical school; highly organized and detail-oriented.

Responsibilities

• Provide customer service via phone or email by answering questions concerning merchandise, orders and refunds.
• Ensure customers have the best online shopping experience.
• Resolves order issues by clarifying the customer's complaint and explaining the best solution.
• Leads or assists with special projects assigned by customer service supervisor and E-Commerce Product Manager.
• Keep records of customer interactions or transactions, inquiries, complaints, or comments, and actions taken.
• Follow SOPs to resolve customers' problems per guidelines.
• Administrative assistance with projects as needed.

Skills

Customer service experience

Education

Associate's degree or equivalent (2-year college/technical school)

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Adobe Photoshop

Job description

The Miami HEAT Retail Online team is seeking to hire an E-Commerce Customer Service Representative. The Service Representative’s main priority is providing exceptional customer service for MIAMIHEATSTORE.com customers, via phone and email.

ESSENTIAL FUNCTIONS: The following are examples of the various functions required. The job requirements are not limited to the items on this list.

• Provide customer service via phone or email by answering questions concerning merchandise, orders and refunds.
• Ensure customers have the best online shopping experience.
• Resolves order issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
• Leads or assists with special projects assigned by customer service supervisor and E-Commerce Product Manager.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Follow SOPs to ensure that appropriate changes are made to resolve customer’s problems based on the guidelines.
• Administrative assistance with projects as needed

Desired Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• At least a year of proven customer service experience. Knowledge of principles and processes for providing customers with the best service.

Education and/or Experience

Associate's degree or equivalent from a 2-year college or technical school; Very organized and detail-oriented. Able to meet tight deadlines and adapt to a fast-paced, fluid environment while balancing multiple tasks at once. Must be proficient in Microsoft Applications including Word, Excel, and PowerPoint. Basic knowledge of Adobe Photoshop.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.