Tier I Customer Support Email Agent

Company Overview

Shades of Light is one of the most dynamic e-commerce brands in the $800 billion home furnishings market. We strive to inspire our customers to distinguish their unique style with a highly curated selection of hand-picked and exclusive designs. Shades of Light started from humble beginnings in 1986 as a small, single retail location in historic Richmond, Virginia selling unique, high-style lighting designs. Since that time, the company has grown to become a national, multi-channel retailer of lighting and other home decor products, including rugs, furniture, mirrors, fans, and wall decor. True to its heritage though, the company has remained singularly focus on its curated collection of high-style products and unique lighting designs, many of which are produced in-house by the company’s own staff of highly trained artisans.

Job Summary:

Provide customers with timely and courteous customer service through emails. Strives to retain present customers and develop new business by extending professional and efficient service. Work in a collaborative contact center environment, growing and developing professionally while managing inbound and outbound email correspondence to maintain strong customer relationships.

Job Requirements:

• Research and respond to all customer service emails providing a timely resolution to customer questions and complaints within 24 hours.
• Call vendors and FedEx to help resolve customer issues.
• Maintain updated knowledge of company products, processes, and reports to provide adequate help to customers.
• Guide customers through troubleshooting and navigating company site or using products.
• Assist customers with placing orders, selecting products, answering product questions, processing returns, and handling claims for damaged or defective goods while providing information and instructions about products and processes.
• Complete all follow ups within 24 hours.
• De-escalate situations involving dissatisfied customers and offering assistance and support.
• Build customer rapport and utilize retention techniques with existing and new customers.
• Respond to all Outlook and Freshdesk emails.
• Process and create FedEx return labels and send to customers.
• Properly notate orders and all communication with customers.
• Process catalog adds and removals as needed.
• Resolve minimum of 50 email tickets a day.

Qualifications

• Attention to detail
• Accurate typing skills
• Excellent customer service skills
• Ability to multitask between emails and research in several programs, utilizing a dual monitor set up
• Proficient in Microsoft Office
• Strong organizational skills
• Ability to work independently
• Excellent written and oral communication skills

Benefits

We offer an attractive benefits package including:

Medical with HSA Option

Dental

Vision

Short-Term Disability - paid by employer

401(k) plan with company match

Paid time off

Paid holidays and more!

**Shades of Light is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.