E-commerce Customer Experience Representative, Tier I

Job Description:

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management.
• Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing.
• Resolve standard Tier I issues independently using SOPs and knowledge base resources.
• Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation.
• Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines.
• Prioritize accuracy and consistency over speed, especially during peak move-in periods.
• Coordinate with internal Operations teams as needed.

Requirements:

• Strong emotional intelligence and resilience in high-volume, high-pressure environments.
• Ability to deliver firm, policy-based responses with professionalism and empathy.
• Excellent reading comprehension and attention to detail.
• Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems.
• Accurate data entry, documentation, and written communication skills.
• Typing proficiency and ability to multitask across multiple systems.
• Comfortable working in structured, SOP-driven environments.
• Reliable and able to adhere to schedules during peak demand periods.

Benefits:

• exceptional service to our clients
• positive, encouraging and performance-driven culture
• tremendous opportunities for growth
• remote work benefits

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