Job Summary
Remote Customer Service Representative
National Allergy
NATIONAL ALLERGY is a family-owned eCommerce business providing allergy, asthma and sinus personal care products to people with allergies or asthma since 1988. We are looking to add a motivated customer support person to join our small, but very active Customer Service and Sales Team. This position involves heavy customer contact via phone, chat and email - both inbound and outbound. We want a smart, ambitious individual with a positive attitude, who can handle a high volume of customer interactions in a fast-paced, performance-driven setting. If you are this person, and enjoy taking on new challenges every day, we would love to meet you.
Required Education:
- High school or equivalent
Required Experience:
- Customer Service: 1 year
- ERP Experience - NetSuite (Oracle) Preferred
- MS Office
- Sales: 1 year (consumer products preferred)
Responsibilities and Duties
RESPONSIBILITIES (include, but not limited to):
- F/T Monday-Friday (8AM-5PM)
- Handle heavy incoming calls, voicemails, emails, and online cases from customers, with need to triage and follow-up
- Handle customer issues, including return requests, exchanges, delivery issues, review NetSuite (Oracle) system reports.
- Build strong customer relationships and win customer loyalty
- Develop good product knowledge to help guide customers in their product choices
- Keep up to date on our many sales promotions
- Follow up on cases management items, follow scripts as directed for major promotions and sales
- Continually learn about our products and services, and their benefits to customers
- Create and enter orders into computer or web-based system while on phone with customer
- Handle order changes requested by customer -- provide order status and tracking, as needed
- Enter clear comments in our order system on order changes, requests and returns
- Complete any paperwork needed by Order Processing and Returns
- Learn and communicate our Shipping, Warranty and Return policies, plus vendor policies to customers
- Take ownership of claims with UPS and USPS for lost and damaged packages
- Perform other tasks that may be assigned by the Customer Service Manager
- Incentive-driven sales of our branded allergen bedding, air purifiers & household products, plus other monthly incentives for top performers
Qualifications and Skills
QUALIFICATIONS and REQUIREMENTS:
- 1+ years Customer Service/Sales experience – consumer product sales preferred
- Strong writing, MS Office, and prior ERP system experience highly desired
- Superior Customer Service skills with the ability to interact and follow through with our customers
- Ability to handle high inbound call volume, and support mailboxes
- Strong multi-tasking, time management, and organizational skills
- Exceptional interpersonal, listening, and communication skills
- Excellent oral and written skills – with good spelling, typing, and math skills
- Great Computer skills -- job involves order entry, plus lots of emails and browsing
- Above average attention to detail -- especially on orders, returns, and customer communications
- Positive, cheerful attitude in fast-paced setting with great problem-solving skills
- High School Diploma (or equivalent GED Certificate)
- Bi-lingual a plus
Benefits
Paid vacation, holidays, sick leave, and other benefits as defined in HR policies
National Allergy provides EEO to all employees and applicants and maintains a drug-free work environment.
No phone calls please.
Job Type: Full-time
Pay: $20.00 - $23.00 per hour
Benefits:
- On-the-job training
- Work from home
Application Question(s):
- Background Check Required
Experience:
- Customer Service : 1 year (Required)
Work Location: Remote
