Remote Online Order Support Specialist

Talentoma; Las Vegas (NV); Remoto; USD 39.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work from home in a desk‑

Structured onboarding and training on,

Regular check‑ins with team lead

Opportunities to build order processes

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Descrizione del lavoro

Talentoma is hiring an Online Order Representative to handle customer inquiries about online orders from home in the United States. You will resolve order questions, guide customers through checkout, delivery, and returns, and coordinate with fulfillment and support teams for accurate updates.

The role requires a 40-hour weekly commitment with clear communication and attention to detail. Training covers BigCommerce, Freshdesk, HubSpot, AfterShip, and Loop Returns, alongside standard support

Competenze

• High school diploma or equivalent.
• No experience required; related experience answering online order questions or supporting ecommerce customers is preferred.
• Comfort navigating browser-based systems and learning order, customer support, tracking, and returns tools.

Mansioni

• Receive customer emails and service tickets through a Support platform such as Freshdesk, identifying the order question and reviewing previous replies before responding.
• Check order numbers, item details, shipping addresses already provided, and current order status in an Ecommerce platform such as BigCommerce before explaining available next steps.
• Record customer questions, verified order details, actions taken, and promised follow-up in a CRM such as HubSpot so other representatives can continue the conversation accurately.
• Explain product information, order confirmation messages, available cancellation options, and delivery estimates using approved guidance and language customers can easily understand.
• Review delivery progress using a Shipment tracking platform such as AfterShip, distinguishing estimated arrival information from confirmed carrier updates when answering customers.
• Coordinate with fulfillment contacts when orders show missing updates, unavailable items, or address issues, and communicate the confirmed response back to the customer.
• Guide customers through approved return steps using a Returns management platform such as Loop Returns, explaining eligibility and tracking progress without handling merchandise.
• Follow up on unresolved questions at the agreed interval, checking for new information before sending an update or requesting further assistance.
• Escalate requests outside assigned permissions, repeated delivery problems, and unresolved customer concerns to the customer service team lead with a concise account of prior actions.
• Close completed conversations after confirming the answer and next steps; quality is judged through accuracy, turnaround, complete notes, and dependable follow-up.]

Conoscenze

Clear written communication

Ability to learn tools

Attention to detail

Formazione

High School Diploma or equivalent

Authorization to work in the United States

Strumenti

BigCommerce

Freshdesk

HubSpot

AfterShip

Loop Returns

Descrizione del lavoro

Talentoma is hiring an Online Order Representative to handle customer inquiries about online orders from home in the United States. You will resolve order questions, guide customers through checkout, delivery, and returns, and coordinate with fulfillment and support teams for accurate updates.

The role requires a 40-hour weekly commitment with clear communication and attention to detail. Training covers BigCommerce, Freshdesk, HubSpot, AfterShip, and Loop Returns, alongside standard support