Customer Service Agent

<p><strong>Responsibilities for the role:</strong></p> <ul> <li>Handling tickets from start to finish utilizing various tools</li> <li>Expediting of other agent tickets and following up when necessary</li> <li>Providing excellent, empathetic, and effective customer service</li> <li>Can speak up and notify leads of any issues or questions</li> <li>Ability to handle upwards of 40+ tickets per day</li> <li>CSAT quality of 95% or higher</li> <li>Responding to tickets within 4-24 hours for initial and follow up responses</li> <li>Handling Chats/Phone Calls</li> <li>Good attendance</li> <li>Creating SOP's and building efficiencies within work flows</li> <li>Possible leading of internal projects</li> <li>Possible second shift opportunities</li> <li>Possible weekend shift (ie. Wednesday – Sunday)</li> </ul> <p><strong>Requirements for the role:</strong></p> <ul> <li>Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook</li> <li>2 years+ of customer service experience - ecommerce experience a plus</li> <li>Ability to multitask</li> <li>A natural ability to de- escalate challenging requests/customers</li> <li>Ability to communicate well verbally and written</li> <li>Ability to speak and present in larger groups</li> <li>Strong attention to detail and organizational skills</li> <li>Strong ability to be proactive</li> </ul> <p>Exceptional time management Skills</p> <p>Remote work arrangement</p>