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E-Commerce Customer Support Specialist

2 months ago

Westminster, California, United States Solotech Full time

About Solotech:

Solotech is not accepting Agency/Recruiter submissions.

As a prominent player in the realm of live events, systems integration, and virtual technology, Solotech is dedicated to elevating your career. Our workforce consists of over 2,000 enthusiastic professionals committed to delivering extraordinary experiences globally.

Role Overview:

The E-Commerce Customer Support Specialist plays a crucial role in maintaining the company's reputation while addressing customer and staff concerns. The primary responsibilities include enhancing customer retention and minimizing costs by effectively resolving daily inquiries from our clientele. This involves direct interaction with customers through various communication channels, including phone, email, and in-person engagements, as well as communicating issues to management to enhance the sales team's performance and efficiency.

Key Responsibilities:

  • Address the post-sale requirements of our customers.
  • Complete assigned tasks within the designated response/resolution times according to departmental objectives.
  • Collaborate with the Customer Service Coordinator to continuously enhance the customer experience.

Software Management:

  • Handle customer service issues through task assignments, including returns, exchanges, complaints, and lost shipments, while tracking completion to meet performance targets.
  • Resolve customer inquiries generated from the website via our ticketing system.
  • Engage with customer concerns through all available communication methods.

Reporting Duties:

  • Utilize customer feedback to propose improvements for the customer experience.
  • Provide actionable insights and information to team members and management.

Qualifications:

  • Strong problem-solving and analytical skills.
  • Understanding of customer retention strategies and sales culture.
  • Friendly demeanor with a positive attitude towards teamwork and the ability to work independently.
  • Capability to multitask and prioritize effectively.
  • Excellent time management skills.
  • High level of organization and attention to detail.

Your Profile:

  • High school diploma or GED.
  • Preferred 2 years of experience in a customer service role.
  • Experience in the Pro Audio/Video/Lighting industry is a plus.
  • Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook).
  • Demonstrated ability to work well with both internal and external clients.
  • Adaptability to change.

Physical Requirements:

This overview is not exhaustive but provides insight into the position's requirements. Reasonable accommodations will be made in accordance with applicable law. While performing the duties of this role, the employee is regularly required to:

  • Continuously: Sit, walk, speak, and hear.
  • Continuously: Type, write, and read.
  • Occasionally: Stand, carry, reach, lift, and push up to 15 lbs.

Work Environment:

  • Work will primarily occur in an office setting.
  • Work hours may vary based on deadlines and company needs.
  • Typical workweeks consist of standard 40 hours.
  • The environment may be fast-paced and occasionally stressful.

Our Offer:

  • Pay Range: $18.00-$24.00 Hourly.
  • Group insurance plan.
  • 401(k) with employer contribution.
  • Opportunities for skills development and career advancement.
  • A work environment that promotes personal health and well-being.
  • Employee assistance program.
  • Paid time off and referral program.

Solotech is an equal opportunity employer. EOE/M/F/D/V