The Role
The Customer Experience Representative serves as the first point of contact for customers, addressing their questions and concerns related to buying and selling used products. Responsibilities include responding to emails, troubleshooting issues, collaborating with internal teams, and ensuring customer satisfaction through effective communication and problem-solving.
Summary Generated by Built In
The Customer Experience Representative is the first point of contact for customers with questions or issues. The ideal candidate must be passionate about rising to the challenge of making every customer interaction with the company an incredible experience. This role is part-time, 100% remote, and all eligible candidates must be able to work from home.
What you'll be doing
- Focus on helping our customers achieve success with the buying and selling of used products on Archive sites
- Respond quickly to customer-submitted email requests
- Troubleshoot and guide customers through any questions or concerns
- Partner with internal teams to solve larger customer-related issues
- Keeps current with product knowledge
- Documents problems and resolutions and escalate appropriately
- Follows up with customers to ensure that issues have been addressed successfully
What You Need for This Position
- Strong customer service skills, case ownership, positive attitude, excellent problem-solving, communication, and organizational skills
- Prior experience working with customers
- Prior experience with Zendesk is a plus
- Basic knowledge of e-commerce retail
- Customer-facing experience desired (retail, hospitality, online support, etc.)
- Ability to communicate effectively with non-technical staff and customers
- Knowledge of all Microsoft Office Suites
- Ability to work remotely with little supervision while still completing daily tasks.
- Customer-focused – what we do revolves around the customer!
- Ability to think critically, troubleshoot, and solve complex problems in a fast-paced, changing environment
- Ability to work 12 PM - 5 PM PST, Monday through Friday.
- This is a part-time role with a maximum of 30 available hours.
- This role is open to US applicants only.
The Company
What We Do
Archive is building an ‘operating system for resale’ that delivers both a customized, high-end online secondhand marketplace site and the underlying infrastructure and operations to plug into all of the other facets of a brand’s global resale strategy.
