Customer Service Representative
Department: Service
Location: AG HQ: San Francisco, CA
POSITION OVERVIEW
We’re committed to providing exceptional customer service. Our customers are the lifeblood of our business, and are treated as such. This position is responsible for all facets of direct consumer communication, sales operations support and order management functions.
ESSENTIAL JOB FUNCTIONS
- This is a full-time customer service position of 40 hrs./week, 2 days of which will be expected on the weekends.
- Provide personal, dynamic service via inbound customer phone calls/emails
- Solve customer issues efficiently and professionally
- Analyze customer feedback for actionable improvements that could be made by the company at large to improve customer experience
- Scan shipping system for possible delays/complications
- Communicate system and product updates to customers
- Promptly process phone orders, order changes, exchanges and return authorizations from individual consumers, customers and sales reps
- Provide ongoing feedback and flow of information between product managers, marketing & customer service departments
- Provide assistance on ad hoc projects, such as internal communications, as requested.
- Coordinate sample, employee and promotional orders
- Daily audit of open orders and quick resolution of discrepancies
- Resolve a diverse range of issues including general questions and problems involving pricing, product usage and care, product availability, inventory, transportation and product delivery
- Organize and manage files, reference materials and business information
- Weekend coverage of e-mails cases and phone voicemails as required
- Monitor and dispute chargebacks as appropriate
KNOWLEDGE/SKILLS REQUIRED
- Bachelor's Degree (BA) or equivalent from four-year college or university
- Strong organizational skills
- Strong written and verbal communication skills
- Basic Excel and accounting skills
ADDITIONAL QUALIFICATIONS
- Strong analytical skills
- Positive, energetic disposition
- Detail orientation with outstanding follow-through
- Ability to prioritize work, handle multiple tasks, and work independently of supervision
- Fast-acting and capable at adapting quickly to change
- Able to solve customer problems, make decisions and take calculated risks in order to meet partner expectations in a manner consistent with company goals and policies.
PHYSICAL REQUIREMENTS
- Must be comfortable working on computer and telephone for extended periods of time
- Must occasionally lift and or move up to 25 lbs
To submit your information, please click on the name under the department you're interested in. If no email form comes up, your pop-up block may be enabled, in which case you can disable it, or email us directly at jobs@american-giant.com.