Job Details

Job Summary:

Tier I Customer Service Representatives are the first point of contact for customers, responsible for answering questions, resolving concerns, and providing support. This role involves managing inbound and outbound calls, actively listening to customer needs, and delivering helpful, timely solutions.

Successful Tier I Representatives thrive in fast-paced environments, demonstrate strong attention to detail and accuracy, and possess excellent verbal and written communication skills.

Key Responsibilities:

• Assist callers with troubleshooting, navigating websites, and using products or services.
• Review customer accounts and provide updates regarding billing, shipping, returns, and other account details.
• Resolve customer issues efficiently while maintaining a positive customer experience.
• Accurately process customer requests in a timely manner.
• De-escalate challenging situations with patience and professionalism, following escalation procedures when necessary.
• Maintain thorough knowledge of products, policies, procedures, and promotions, acting as a brand ambassador.
• Navigate and use multiple computer tools and systems simultaneously while engaging with customers.
• Document each interaction with accurate account notes.
• Perform other duties as assigned.

Qualifications and Skills:

• Excellent verbal and written communication skills.
• Strong phone etiquette, email communication, organizational skills, and attention to detail.
• Proven ability to problem-solve and improve customer satisfaction.
• Skilled in de-escalating and resolving customer service issues.
• Proficient computer skills, including typing (minimum 30 WPM) and quick adaptability to new systems (Microsoft Office: Word, Excel, Outlook).
• High accuracy in spelling, grammar, and data entry.
• Ability to understand and apply procedures consistently and fairly.
• Competence in reading and interpreting documents such as procedure manuals and software guides.
• Strong problem-solving, analytical, and business skills, with initiative to proactively address issues.
• Comfortable working in a fast-paced environment and managing multiple systems while assisting customers.
• Flexibility to work non-traditional schedules, including evenings, weekends, holidays, and overtime as needed.

Working Conditions:

• Shift flexibility may be required, including evenings, weekends, and holidays.
• A dedicated home office space free of distractions.
• Reliable, high-speed internet connection that meets company requirements.

Pay Details: $12.50 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.