IEOR - Designing a More Efficient World

Customer Service Associate at

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Expires: 08/01/2020

We are seeking an eager, and enthusiastic customer service representative with strong communication and decision-making skills, and a great work ethic as our next Customer Service Representative. The position is full-time and remote, but can eventually be based in our Richmond, CA warehouse, and will interact closely with our products (custom foam cushions, upholstery covers, and 100% natural organic mattresses) customers, and management and production teams. Ideal work hours are 8am-4pm Pacific time, Monday-Friday.The Customer Service Representative is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as interacting with team members within the Customer Service and Production Departments.Essential FunctionsInteract with customers via email and phoneVery strong written and verbal communication skills, always represents the company with high-quality communicationMaintain positive interactions with customers, even during difficult situations and challenging interactions.Manage individual customer issues and ensure effective problem resolutionStrong attention to detail and follow through to make sure what is promised to customers is deliveredPositive attitude and customer-first mentalityProblem solver who can make things happen and please customers while adhering to company policiesMaintains in-depth working knowledge of systems and processes and can communicate to customers as necessarySets performance standards to meet service goals of company, and adheres to tracking processes to ensure adherence to standardsProvides feedback to the company regarding service failures or customer concernsActs as intermediary between Customers and the FoamOrder Production team to ensure all customers have accurate and timely information on order status and/or changesWorks continually towards self-development to stay current on customer service procedures & practicesAble to resolve customer situations and to know when to escalate to more senior members of the customer service teamResponds to customer inquiries and problem solving in a professional and effective fashionActs as a resource in resolving customer issues brought to the Department by utilizing Company process knowledge and strong skills in negotiating and sellingPerforms other related duties as assignedExperience DesiredFamiliarity with consumer eCommerce websites and interacting with customers regarding online purchasesVery strong verbal and written communication skills. Excellent spelling and strong customer interaction skills are a requirement for this jobFamiliarity with interior design, sewing, measuring a strong positive for this role