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Customer Support Representative

2 months ago

San Diego, United States VIIA Hemp Company Full time

VIIA Hemp Co is an innovative leader in the hemp industry. We create products to help people feel their best by incorporating minor cannabinoids and high-strength formulas. We have a fun, fast-paced work environment and are looking for an energetic and organized Customer Support Representative to join our expanding team to help us further our mission.


As our Customer Support Representative, you will be working directly with our Customer Support Lead. You will have the crucial role of providing the first line of support to our customers, helping them navigate our range of products and website experience. We are looking for someone who can offer superior service and create positive customer experiences, contributing to our mission of wellness through hemp-based solutions. This is an entry-level, part time position with the opportunity for a full time position in the future. 


Responsibilities:

  • Provide exceptional customer service and support clients via phone, email, and chat
  • Assist customers with inquiries, product information, and issue resolution
  • Troubleshoot technical problems and provide appropriate solutions
  • Document customer interactions and maintain accurate records
  • Identify opportunities for process improvement and suggest solutions
  • Stay up-to-date with product knowledge and industry trends
  • Guide customers through our product lineup, providing information on the benefits, usage, and effects of our various offerings.
  • Coordinate with internal teams to ensure customer requests and complaints are handled promptly and accurately.
  • Analyze customer feedback and collaborate with the team to improve our products and services.


Requirements

  • Can work part time from Saturday through Wednesday, 6am to 11am Pacific Time Zone  
  • Must be 21+ due to the type of industry.
  • Located in San Diego preferred 
  • Previous experience in a customer service role, preferably with experience in an online brand.
  • Exceptional communication skills, both written and verbal.
  • Proficiency in customer relationship management (CRM) systems preferred, such as Gorgias
  • Strong problem-solving skills and the ability to handle stressful situations with grace and professionalism.
  • An empathetic mindset, with a genuine passion for helping others.
  • Ability to work in a fast-paced e-commerce environment. Can handle a high volume of support tickets per day via phone, email, and live chat. 
  • Knowledge of the hemp and cannabinoid industry is a plus.


The Ideal Candidate

  • Has a positive attitude and enjoys communicating with customers.
  • Experience with Shopify, Gorgias, or comparable software.
  • Extremely attentive to detail
  • Excellent time management skills
  • Excellent written and verbal communication skills
  • Has the drive to learn and grow within a startup environment


During your first month, training will be conducted during our regular office hours, Monday through Friday, from 9 am to 2 pm Pacific Time Zone. However, we are happy to work with your schedule to ensure a smooth onboarding process.


We offer competitive compensation, an incredible work environment, a fun work culture, and opportunities for career growth. Join our team of dedicated professionals and make a difference in the lives of our customers.


To apply, please submit your resume along with a cover letter highlighting your relevant experience. We look forward to hearing from you