E-Commerce Customer Service And Sales Representative (Remote)

Job Title: Sales and Customer Service Nomadic Specialist (CSR)

Reports to: Sales and Customer Service Team Lead and Director of Customer Experiencer

Location: Remote

Classification: Hourly, Full Time

Days/Hours: Monday - Friday, 9am-6pm ET *occasional night and weekend hours determined by business need

Work Authorization Required

Rate: $14-18 per hour

Company Overview:

MobileMustHave.com was founded by Erik & Kala, two full-time RV'ers who have been on the road since 2015 and who run other successful technology businesses. After helping hundreds of fellow rv'ers find the best solutions for common problems nomads face, Erik & Kala decided to start MobileMustHave.com with the mission of providing exceptional Customer Service, tested industry-leading products, and super-fast shipping to our customers. MobileMustHave.com’s 30,000 sqft warehouse is located in Traverse City Michigan where the majority of customer products are shipped from however the company’s sales and customer support teams are 100% virtual.

Job Overview:

A Customer Support Representative or as we like to call them ‘Nomadic Specialist’ primary function is to provide guidance to our customers on what products and services that we offer will solve their challenges. Since the majority of the products and services we sell are of a technical nature, a background in technology and eCommerce is preferred.

Candidate for this role must be professional, friendly, and skilled in providing strong Customer Service. Having experience in the technology industry and a basic understanding of the recreational lifestyle would be a plus but we recognize this is a new business and growing industry, so we are happy to train you in these areas. If you have a passion to want to learn new technology, learn about mobile travel solutions, and solve problems quickly and accurately then apply today to become the next member of the MobileMustHave Team!

Responsibilities:

• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Handle calls, email tickets and live chats with prospective customers to discuss product offerings to convert pre-sales to closed sales.
• Develop a solid understanding of products offered by the company and a strong understanding of which products solve each customer challenge.
• Assist with placement of orders, refunds, or exchanges.
• Inform customers of deals and promotions to assist in additional sales.
• Return Merchandise Authorization (RMA) management; managing customer requests for return, from request to receive to refund.
• Inform customers of deals and promotions to assist in additional sales.
• 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 within time limits and following up to ensure resolution either within the Customer Service or support departments.
• Solid understanding of products offered by the company and a strong understanding of which products solve each customer challenge.
• Document client issues and resolutions to maintain the internal knowledge base.
• Accurate record and submission of timesheets for billing.
• Follow communication procedures, guidelines, and policies.
• Seek appropriate guidance from team members when faced with challenges.
• Provide collaborative feedback to teammates.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.

Skills Required:

• Must have a strong work ethic, prioritization and time management skills to work remotely without direct supervision.
• Must be a proficient typist with strong communication and English grammar skills as the majority of Customer Service inquiries occur via email or chat.
• Able to work independently and in a small team environment.
• Have a positive attitude when delivering valuable and professional customer support services to customers.
• Excellent listening, verbal, and written communication skills to ensure a successful resolution to customer issues.
• Ability to be patient and interact professionally with a diverse group of colleagues and customers.
• Strong organizational skills and attention to detail when updating customer accounts, orders, and online content.

Education and Experience:

• Associate Degree preferred
• Minimum 2 years of experience in Customer Service support
• Experience in customer support for basic technical troubleshooting
• IT support/eCommerce background desired
• Shopify and Freshdesk experience a plus

Company Perks:

• Training on systems to be provided
• Ability to work from anywhere
• Technology/ communication equipment to be provided as needed

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel. All personnel may be required to perform duties outside of their normal responsibilities from time to time and as needed.

Job Type: Full-time

Pay: $14.00 - $18.00 per hour

Benefits:

• Flexible schedule
• On-the-job training
• Paid time off
• Work from home

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Education:

• Associate (Preferred)

Experience:

• Customer Service: 2 years (Required)

Language:

• English (Required)

Work Location: Remote