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Customer Service Agent

4 months ago

Boulder, United States Wana Brands Full time
Job DescriptionJob DescriptionJob Purpose
As a Customer Service Agent, you will play a crucial role in ensuring exceptional customer satisfaction by promptly and effectively addressing inquiries, concerns, and requests from our valued customers. Your primary responsibilities will include providing assistance with order status updates, product inquiries, resolving customer complaints, and maintaining a positive and professional demeanor at all times.

Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
  • Customer Assistance:
    • Respond to customer inquiries via email, chat, and social media platforms regarding order status, product availability, shipping information, and general inquiries.
    • Provide personalized assistance to customers, ensuring their concerns are addressed promptly and professionally.
    • Offer product recommendations, upsell/cross-sell opportunities, and assistance with placing orders when necessary.
  • Issue Resolution:
    • Investigate and resolve customer complaints or issues, including but not limited to order discrepancies, product defects, and payment concerns.
    • Collaborate with Logistics Team to resolve customer issues in a timely manner.
    • Escalate complex issues to higher-level support or management as needed, ensuring swift resolution and customer satisfaction.
  • Order Management:
    • Monitor and track customer orders, providing proactive updates and assistance with any delivery or shipment delays.
    • Work with the Logistics team to ensure that our 3PL is processing order cancellations, returns, and exchanges effectively and in a timely manner.
    • Coordinate with the Logistics team and 3PL to ensure accurate and timely fulfillment of customer orders.
  • Communication and Documentation:
    • Maintain thorough and accurate records of customer interactions, transactions, and resolutions.
    • Communicate effectively with customers and internal teams, providing clear and concise information and updates.
    • Proactively communicate with customers regarding any changes or updates to their orders, shipping delays, or product availability.
  • Customer Feedback and Improvement:
    • Gather feedback from customers regarding their experience with our products and services, identifying areas for improvement.
    • Collaborate with the Operations and Marketing teams to relay customer feedback and suggestions for product enhancements or new features.
    • Contribute to the continuous improvement of our customer service processes and procedures, sharing insights and recommendations with the team.
Supervisory Responsibility
This position has no direct reports or supervisory responsibility.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Required Qualifications
  • Previous experience in customer service or a related field.
  • Excellent communication skills, both written and verbal, with a customer-centric approach.
  • Strong problem-solving abilities and the ability to remain calm and composed under pressure.
  • Proficiency in using customer service software, CRM systems, and other relevant tools.
  • Detail-oriented with excellent organizational skills and the ability to multitask effectively.
  • Ability to work collaboratively in a fast-paced team environment and adapt to changing priorities.
  • Knowledge of e-commerce platforms, online shopping processes, and familiarity with product inventory management systems is a plus.
Compensation and Benefits
  • Hourly compensation commensurate with experience from $22.00 - $25.00.
  • Health, vision, dental insurance offered to all full-time employees.
  • Life Insurance.
  • Two weeks PTO, Six sick & Mental Health Days, One Floating Holiday, and eight paid holidays per year.
  • 401k available after three months, with employer match.
  • Product discounts, pet insurance discounts, tuition reimbursement program, and more
Position Type/Expected Hours of Work
This position is not exempt from overtime pay.
This position regularly works normal business hours, Monday – Friday, 40 hours per week. Please confirm with the supervisor regarding the expected working schedule.
Travel is not expected.

Work Environment
This job is fully remote and operates in a professional office environment. The noise level in the work environment is usually low to moderate.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this job, the employee is regularly required to communicate effectively. The employee frequently is required to set up heavy equipment, move boxes, and other materials as needed. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

AAP/EEO Statement
Wana Wellness, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Wana Wellness, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Wana Wellness, LLC expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Wana Wellness, LLC’s employees to perform their job duties may result in discipline up to and including discharge.

We anticipate filling this position by June 30th, 2024.
 

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