Customer Experience Representative

About the job

Contract Period: 3-month initial contract with potential transition to part-time permanent employment

Position: Customer Service Representative

Reporting Structure: Reports directly to COO

Work Arrangement: Remote position

Time Commitment: 15-20 hours per week with flexible scheduling (weekends not required)

Service Deliverables:

Customer Support Operations

The Contractor will provide comprehensive customer service support including:

Ticket Management and Customer Communications

• Monitor, prioritize, and respond to all assigned customer service tickets within Gorgias platform
• Handle customer inquiries across email, social media platforms, and telephone as needed
• Process order modifications, returns, refunds, and shipping inquiries across omni-channel platforms
• Create and manage ticket tags and views to optimize workflow prioritization
• Provide proactive customer solutions and escalate complex issues to CX Manager following established protocols

Order and Inventory Coordination

• Communicate inventory status, backorders, and availability issues with E-Commerce Manager and warehouse operations team
• Process special orders for influencer and affiliate program participants
• Maintain accurate interaction records and order updates

Reporting and Communication

The Contractor will maintain regular communication and reporting schedules:

• Daily Reporting: Provide daily status updates to the broader operations team
• Weekly Team Participation: Attend weekly meetings with CX team, E-Commerce Manager, and Operations Manager to present ticket analytics by category and tag
• Marketing Coordination: Monitor promotional campaigns, newsletter schedules, and marketing events that may impact customer service requirements

Performance Standards:

• Maintain professional communication standards across all customer touch points
• Demonstrate proactive problem-solving approach to customer needs
• Collaborate effectively with cross-functional teams including warehouse, e-commerce, operations, and marketing

Contract Terms Summary:

This scope of work defines the service expectations for the initial 3-month contract period, with transition to permanent part-time employment on or before 90 days based on performance evaluation. The position has potential for growth to full-time with increased responsibilities over time. Scope of responsibilities may expand with business growth and operational needs.