Customer Service Associate
HybridRound Rock, Texas, United States
Job Summary
Field customer inquiries across phone, email, live chat, SMS, and Amazon channels while educating customers on Wondercide products and troubleshooting label guidance. Serve as a brand steward by embodying company values, moderating social media interactions, and collaborating with cross-functional teams to resolve issues and improve internal processes. Support the Growth, Operations, and Accounting teams with tasks like shipping special orders and processing returns. Manage documentation, process improvements, and data optimizations to enhance customer support tools and knowledge resources. This hybrid role in Round Rock, TX, requires 9:00 am–6:00 pm hours with the first 90 days fully in-office, followed by Tuesday–Thursday in-office and Monday–Friday remote.
Required Qualifications
- 2+ years of recent customer service experience
- Having a passion for delivering outstanding customer experiences
- Excellent communication skills in person, on the phone, and in email
- High comfort with technology and learning to use tools that help our company run better and help our customers interact with us
- Possess strong knowledge of correct grammar to use in communications across multiple platforms like email, chat, and phone conversations
- Have an ability to make customers feel heard and cared for, help customers solve problems, and diffuse frustrations
- Willingness and ability to multitask, help out across the entire company, and take on new challenges
- This is a hybrid role based in Round Rock, TX
- The first 90 days are fully in-office
- After that, the schedule is Tuesday–Thursday in the office, with Monday and Friday remote
- Regular shift hours are 9:00 am - 6:00 pm, Monday through Friday
- For training, you must be flexible to work 8:00 am- 5:00 pm
Desired Qualifications
- Experience with Wondercide platforms including: Gorgias, Shopify, Amazon Seller Central, Junip, Google Suite, and ClickUp
- Experience in consumer packaged goods, natural products, or the pet industry
- Comfortable being live on social media for product demonstrations and answering customer questions
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