Customer Support Specialist

2 weeks ago

Clackamas, United States WYLD Full time
Customer Support Specialist

Department: Marketing

Employment Type: Full Time

Location: Clackamas - OR

Reporting To: Director of Marketing

Compensation: $21.00 - $23.00 / hour

Description

Headquartered in the Pacific Northwest, Wyld produces the best Cannabis edibles and beverages on the market using real fruit and natural flavors. When adventure calls, we answer - always ready to embrace challenges, test boundaries, and push limits. Our company ethos is founded in strong values and our Pillars of Commitment to our communities and the Earth itself. Our ambitious team embraces challenges, tests boundaries, and is always ready for adventure. Wyld operates in AZ, CA, CO, IL, MA, MD, MI, MO, NM, NV, NY, OR, OK, WA, and across all of Canada with more launches on the horizon.

Ability to excel in a fast-growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative.

Embody Wyld Core Values, The Wyld Way

Wyld's core values are the driving force and energy behind everything we do. These values drive our culture, our business philosophy and our philanthropic efforts. It is the cornerstone for all that we do here at Wyld.

-Make a Mark

-We Blaze Our Own Trail

-Brand First

-We Mean Business

Summary

The Customer Support Specialist will support consumers in their relationship with Wyld brands and products. They assist customers in completing purchases, upgrades, and returns, and frequently provide advice and technical assistance as well.

Essential Duties and Responsibilities include the following
  • Promptly responding to customer queries via email, live chat, and phone
  • Work directly with fulfillment, eCommerce and operations teams to improve customer outcomes
  • Immediately escalating serious complaints or issues that you are not equipped to deal with
  • Liaising with colleagues or managers to find the best solutions to customers' issues
  • Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible
  • Maintaining a helpful and professional demeanor at all times
  • Obtaining and sharing customer feedback with colleagues and other departments in order to maintain product quality
  • Responsible for being familiar with new products as they are introduced
  • Attending workshops and meetings as required
  • Participate in fraud review to identify and mitigate fraudulent orders
  • Complete special projects as assigned
  • Use approved brand language to answer all customer questions
  • Respect client confidentiality at all times
  • Other duties, responsibilities and activities may change or be assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • 2+ years of experience in a support role focusing on customer success, data management
  • Practical experience with software platforms such as Shopify, Google Suite, and shipping platforms preferred
  • Previous experience in a customer service role is preferred
  • The ability to respond appropriately under pressure
  • Sound judgment and excellent problem-solving skill
  • The ability to speak a second language is a plus
  • A positive attitude and the ability to build relationships with clients
  • The flexibility to work irregular hours, when required
  • Effectively communicate information and respond to questions/suggestions from various levels within the company
  • Possess advanced mathematical skills: addition, subtraction, multiplication and division
  • State regulations require all applicants must be 21 years of age or older
  • Will be required to submit to a background check
  • Must obtain all state required: permits, licenses, certifications
  • Travel between sites may be required

Benefits

As a non-exempt employee, you'll receive a hourly rate of $21-23/hr paid biweekly, overtime, 11 paid holidays, 120 hours of PTO, 401K, and fully paid health, dental and vision insurance.

Wyld is an equal opportunity employer.

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