Customer Experience Representative

About Us: Dr. Killigan's, Inc. is a family-owned e-commerce business that provides non-toxic pest control solutions for your home. Our mission is to restore confidence, peace, and control to every person who finds unwanted pests in their home. Keeping you and your family safe from pests and toxins by Killing Them Softly ™ is the name of the bug game.

Employee Job Title: Customer Experience Representative

Hours: Part Time, including Weekends

Reports to: Customer Experience Manager

Compensation: $17-$19/hour

Location: **CANDIDATE MUST BE LOCATED IN EITHER CALIFORNIA OR OREGON**

Job Description: The Customer Experience Representative, CX, is responsible for engaging in customer relations regarding our products and responding to questions and concerns via our support email and phone services. This position plays a pivotal role, acting as a regular point of contact with our customers, adding value by responding to our customer’s needs with empathy and solutions. This position also gives the company an understanding of our platform's health by receiving real-time user feedback. CX acts as a liaison to our customers, providing product and service information and resolving problems that our customer accounts might face with accuracy and efficiency.

Essential Job Duties

• Serve customers by providing product information and resolving problems
• Attract potential customers by answering product and service questions and suggesting information about other products and services
• Maintain a positive, empathetic, and professional attitude toward customers
• Respond promptly to customer inquiries by email, chat and phone
• Maintain a thorough knowledge of the entire catalog of DK products.
• Open customer accounts by recording account information
• Maintain customer records by updating account information in Shopify.
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Log and prepare customer review reports
• Check and respond daily to the following platforms:

• CRM system Gorgias to respond to appropriate tickets
• Shopify for our website storefront
• Amazon Seller Central Messages, incoming orders, and feedback
• Amazon.com for all product reviews and Customer Experience
• Walmart Seller Center messages and orders
• Walmart.com for all product reviews and Customer Experience
• ShipBob is our shipping partner for orders, replacements, and returns
• Social media platforms Facebook and Instagram communicate and respond
• Monday.com for department projects
• Slack for company communications
• Gmail for your business email

Physical & Other Requirements:

• At least 2 years experience as a Customer Experience specialist, or a similar customer support role. Knowledge of entomology is a plus
• Proven problem solver with strong verbal and written communication skills
• Attention to detail and documentation skills
• Emotionally intelligent with a drive for connection
• Knowledge of Macintosh computer system, Monday.com and Google Suite
• Excellent time management skills
• Ability to remain calm in stressful situations
• Remote position: The work environment should have minimal distractions and be free of background noise. Must have desk, chair, and high-speed cable internet

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: 20 – 30 per week

Benefits:

• Work from home

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Application Question(s):

• Please only apply if you live in California or Oregon. You will not be considered if you don't live in these 2 states.

Work Location: Remote