Community Support Agent

2 months ago


Grapevine, United States Solo Brands LLC Full time
Job DescriptionJob Description

The Community Support Agent plays a key role in our Community Support operations. Working in a call-center environment, this high-energetic, confident and courteous employee will communicate with customers by phone, email, chat, and social media platforms, and will assist in resolving inquiries related to shipping, warranty, general product questions, additional duties. This position will require you to work evenings and weekends.

The Community Support Agent will serve as the first point of contact to customers and must be focused on always providing excellent customer experience. In addition, this person must have confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, and have the ability to determine when inquiries should be escalated.

What you can expect to work on

  • Provide exceptional customer service by assisting customers with inquiries regarding shipping and tracking, product questions, warranty claims, refunds, replacements etc.,
  • Interact with customers through phone calls, email, website chat software, and various platforms such as Facebook, Amazon, and eBay.
  • Follow Company policies and use independent judgment to determine resolution/escalation.
  • Work closely with warehouse and logistics teams to ensure accurate order processing and stay current on product knowledge.
  • Oversee daily returns and replacement of orders.
  • Maintain a high level of professionalism, punctuality and accountability.
  • Contribute to a team-oriented environment, assisting others as needed.

What we expect you to have

  • High School degree or GED required
  • 1-3 years of customer service experience
  • Courteous, confident and outgoing personality with exceptional customer service skills
  • Great telephone presence and confidence to assist customers over the phone.
  • Ability to build relationships with team members and customers.
  • Proficient with Microsoft Word and Excel
  • Ability to navigate dashboards such as Paypal, BigCommerce and ShipHero.
  • Ability to problem solve and multi-task
  • Detail oriented and excellent organizational skills

What We Offer You:

  • Comprehensive medical, dental, and vision benefits for employees
  • 401(k) with 3% match
  • Flexible spending account
  • Generous employee discount
  • Employee Stock Purchase Plan
  • Priceless opportunity to work with the coolest team ever



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