Email Support Representative

Position Overview:

The Email Support Representative will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.

Primary Responsibilities:

• Communicate and resolve inquiries with customers via email
• First touch only
• Assist in checking the customer's order status/no refunds/exchanges
• Update customer information
• Other administrative responsibilities are required.
• Keep customer records up to date
• Report recurring issues, trends.
• Prepare and ship customer care packages, gift cards, and other correspondence as needed.
• Responds to customers in a timely and completely respectful manner.
• Treat customers the way they would like to be treated, and strive to always make a positive difference in the customers' lives.
• Uphold the policies of the E-Commerce/Merchandising department as stated in the Customer Care Help Center. 

Qualifications:

• Strong written communication skills
• Ability to be patient, express empathy, and concern.
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow-through on commitments.
• Result and action-oriented, resourceful.
• Strong work ethic, highly motivated, upbeat personality, team player.