The eCommerce customer service representative is responsible for providing best in class customer service for consumers purchasing our brands online, in the U.S., and select international markets across high volume consumer platforms with particular focus on Amazon.com.

Target skills: great communicator, proactive & creative problem solver, responsive with strong follow-up, relationship builder, research oriented, team player. Pet ownership is preferred.

Requirements:

  • Minimum of 1 year of ecommerce customer service or call center experience.
  • Minimum of 1 year experience with Helpdesk tools (Ex. ZenDesk, HelpDesk, Zoho, Solarwinds) or CRM tools (Ex. Salesforce).
  • Associates in Arts (AA) degree or at least 3 years of professional work experience

Responsibilities:

  • Optimize Seller performance rating. Monitor and maximize actual performance against a number of metrics including customer response time, negative feedback, and non-resolved claims.
  • Manage customer service email, texts and phone. Thoughtfully respond to product questions and quality issues. Use sound business judgment and creativity to improve customer satisfaction beyond the transaction itself; goal is to build loyalty.
  • Maximize product review levels. Follow up post purchase with product best practices, warranty information, and feedback request. Research and test follow-up timing and message to increase email open rates and number & quality of reviews. Track, identify and respond to negative reviews in attempt to reverse or turn into a positive one.
  • Monitor and report on product quality issues & opportunities. Provide 360 customer feedback and offer additional insights to Product Design, Manufacturing, and Inspection teams. Identify positive or negative trends, be on the look-out for fake negative reviews, and partner with Brand Managers to set the right product expectations.

Compensation & Benefits:

  • Competitive Salary + Bonus
  • Benefits: Health, Dental, Vision, 401K
  • Vacation and Sick Leave available
  • Flexibility to work from home
  • Opportunity for career growth in rapidly growing and exciting business

Job Type: Full-time


    Apply by emailing your cover letter, and resume with subject line :  

    eCommerce Customer Service Representative

    to : HR@cosmicpet.com