eCommerce Customer Service Representative

eCommerce Customer Service Representative
Job Summary: Serves customers by fielding all inbound communication (email and phone,live chat, social media), providing product and service information as well as resolving customer issues.

Job Duties:
Single point of contact for all incoming customer communications; monitor several customer service email accounts as well as main phone line , live chat and social media
Answer customer questions, including researching the correct answer (e.g. “this part doesn’t fit my motorcycle, what part will fit?”).
Document customer interactions.
Resolve product or service problems by clarifying the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem; follow up to ensure resolution.
Prepare regular reports (e.g. number of calls/emails, top call reason); alert management when new issues arise or become more frequent.
Aid other team members on miscellaneous office tasks or projects.

We are looking for a dependable team player comfortable working in a small company with stable long term growth opportunities.

Skills:
Customer Service, Problem Solving, Documentation Skills, Typing (50WPM), Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking. Experienced on MS Office products (Word, PowerPoint, Excel) and Google tools (Gmail, Google Docs). Knowledge of ecommerce business a plus, but not a requirement. College degree or some college preferred