Customer Service Representative - Tier 1
$35,360–$39,520 year
On-siteSanta Fe Springs, California, United States
Job Summary
Respond to customer inquiries via phone, email, text, and chat while processing returns, issuing refunds, handling claims, and creating package replacements. Troubleshoot technical issues, guide customers through their shopping experience, and triage escalations to Tier 2/3. Document all interactions in Shopify and Zendesk, analyze requests to determine root causes, and adhere to quality assurance standards. Meet productivity goals such as AHT and CSAT while supporting store associates and reporting process improvements to management. Available during business hours, including evenings, weekends, and holidays.
Required Qualifications
- Available during business hours, including evenings and weekends and holidays
- Reliable in Attendance & Punctuality
- Ability to work under deadlines
- Strong multi-tasking skills
- Type 45 WPM
- Clear and articulate speaking voice
- Command of the English language
- HS Diploma
Desired Qualifications
- Knowledge of Zendesk is a plus
- Be a creative problem solver
- Comfortable working in a high stress fast changing environment
- Polite, friendly attitude to deal pleasantly with customers and agents
- Cheerful, engaged, and uplifting tone during customer interactions
- Bilingual in Spanish a plus
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