E-commerce Customer Service Specialist

Outdoor Gear Exchange, Inc.; Burlington (VT); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading outdoor retail company in Burlington, Vermont is seeking a Communications Specialist to enhance customer satisfaction through effective communication. You'll manage inquiries across phone, email, and chat while overseeing order management and returns. The ideal candidate has strong customer service experience and excellent communication skills, with a focus on delivering exceptional service in a fast-paced environment.

Qualifications

• High school diploma or equivalent; additional education in a related field preferred.
• Proven experience in customer service, preferably in an online retail environment.
• Proven experience with sales of outdoor recreation categories.

Responsibilities

• Handle customer inquiries and concerns through phone, email, and chat.
• Address and resolve issues related to online orders promptly.
• Manage and assist customers with online gift card inquiries.
• Execute address verification procedures to enhance accuracy.
• Oversee the online returns process, guiding customers through the steps.

Skills

Customer service experience

Excellent communication skills

Problem-solving abilities

Attention to detail

Familiarity with e-commerce platforms

Education

High school diploma or equivalent

Job description

Description

As a Communications Specialist at the Outdoor Gear Exchange, you play a pivotal role in ensuring exceptional customer satisfaction through effective communication channels. Responsible for managing customer interactions via phone, email, and chat, you will focus on addressing online orders, warranty, special and group orders, 30‑day guarantee procedures, online gift cards, address verification, and fraud prevention, as well as overseeing the online returns process.

Key Responsibilities

1. Customer Service:
   • Handle customer inquiries and concerns through phone, email, and chat.
   • Provide timely and accurate information to customers, ensuring a positive experience.
2. Order Management:
   • Address and resolve issues related to online orders promptly.
   • Ensure smooth processing of warranty claims and adherence to the 30‑day guarantee procedures.
   • Accurately manage and document special orders and group sales, ensuring clear communication and timely fulfillment.
3. Gift Cards:
   • Manage and assist customers with online gift card inquiries and transactions.
   • Ensure the secure and efficient issuance and redemption of gift cards.
4. Address Verification and Fraud Prevention:
   • Execute address verification procedures to enhance accuracy.
   • Monitor and prevent fraudulent activities, taking appropriate actions as necessary.
5. Online Returns:
   • Oversee the online returns process, guiding customers through the steps.
   • Process online returns both physically and digitally and pass them off to the logistics team for necessary next steps.
   • Ensure compliance with company policies and procedures for returns.

Qualifications

• High school diploma or equivalent; additional education in a related field (preferred).
• Proven experience in customer service, preferably in an online retail environment.
• Proven experience with sales of outdoor recreation categories.

Attributes

• Excellent internal and external communication skills, both written and verbal.
• Strong problem‑solving abilities and attention to detail.
• Customer‑focused mindset with a commitment to delivering exceptional service.
• Ability to handle multiple tasks simultaneously in a fast‑paced environment.
• Familiarity with e‑commerce platforms and customer service tools.