Job description

Position will be Hybrid remote, schedule is:

Saturday (Remote) - 11am-10pm, Sunday (Remote) - 11am-10pm, Monday (Onsite) - 11am-10pm, Tuesday (Onsite) - 11am-10pm

There will be approximately 4 weeks of on-site training before the hybrid position begins.

The Place

Smallwoods is a fast-growing company centered around providing families with timeless décor that makes a house a home. Family defines who we are and embodies what we do. We value walking alongside a customer as they capture memories and milestones, and then essentially welcoming them to the Smallwoods family. We appreciate our snacks and coffee and will occasionally tolerate a good Dad joke. Still interested? Read on.

The Position
We are seeking a Customer Support Representative to join our team and help us establish our reputation as a company that offers excellent customer support. The responsibilities of this role include resolving customer queries, recommending solutions, and guiding users through features and functionalities of our products. To be successful in this role, you should be an excellent communicator who is able to earn our customer’s trust.

You will aid in:

Providing exceptional customer support by assisting customers with product information, shipping policies, refunds, and replacements

Attracting potential customers by answering product and service questions and suggesting information about other products

Identifying customer needs and help customers use specific features

Assisting customers effectively by solving customer disputes in a timely manner

Completing supporting paperwork and data entry as required

Using email support interface and other online programs along with social media platforms to provide excellent customer service

Ability to effectively multi-task different

Providing polite and engaging customer service via phone, online chat and email

Maintaining customer accounts by updating customer information

Processing returns, refunds and claims

Contributing to team effort by accomplishing related results as needed

The Person

The ideal candidate has experience as a Customer Support Specialist or similar CS role

The ideal candidate has experience using a help desk software, social media platforms and Microsoft applications

The ideal candidate has excellent communication and problem-solving skills

The ideal candidate can multi-task, prioritize and manage time effectively

The ideal candidate has strong phone contact handling skills and active listening

The ideal candidate is willing to cross train in other departments as needed

The ideal candidate can handle confidential financial and personal information appropriately

The ideal candidate can tactfully handle difficult customer disputes in stressful situations

The ideal candidate has a minimum of 55 WPM Typing

The ideal candidate has a minimum: Bachelor’s Degree

The Past Experience

Customer Service

Product knowledge

Market knowledge

Quality focus

Problem-solving

Documentation skills

Phone skills

Listening

Resolving conflict

Analyzing information

Multi-tasking

The Perks
We foster a culture that is saturated in hard work, but still family-focused.

We provide the opportunity to work in an environment that encourages creativity and innovation.

We offer skill set maturity through professional development and training.

We offer full benefits including PTO, Vacation time, 401K, Medical, Dental, Vision and Life insurance.

We offer product discounts for employees.

We encourage good doses of fresh air and vitamin D.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Evening shift
• Monday to Friday

Application Question(s):

• Were you referred by a Smallwoods employee? If so, who?

Education:

• Bachelor's (Preferred)

Work Location: In person

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