Customer & Team Support Representative

Retail Backbone

Position Vision:

The Team Gazelle Customer & Team Support Representative will be dedicated specifically to our online Team Gazelle customer base and with supporting the account managers. This position will have a customer first mentality and a desire to be an advocate for our consumers while being a champion for our brand. This role requires an individual who is self-managing, proactive, possesses quality communication skills, and has great problem solving abilities.

Position Expectations & Responsibilities:

• Provide Multichannel Support: Manage inbound calls, emails, and live chats with professionalism and care.
• Support Catalog Management: Build and maintain customer-facing product catalogs within our systems with support from the account managers.
• Process Returns & Exchanges: Handle return and exchange requests accurately, following company guidelines.
• Build Customer Relationships: Establish and maintain trust through proactive, clear, and consistent communication.
• Resolved Complaints Effectively: Handle customer issues timely with empathy and efficiency to ensure satisfaction.
• Follow Established Procedures: Adhere to communication protocols, company policies, and procedures.
• Identify Needs & Solve Problems: Quickly assess customer needs and deliver timely, effective solutions.
• Cross-Departmental Support: Assist other departments during key times to ensure seamless operations.

Position Requirements/Preferences:

• Excellent Communication Skills: Strong verbal and written communication abilities to effectively engage with team members, customers, and other stakeholders.
• Multitasking & Organization: Proven ability to juggle tasks and prioritize in a fast-paced environment.
• Tech Familiarity for Tools Used:
• Shopify
• Retail Backbone
• Customer Service Platforms (i.e. Richpanel, Gorgias, etc.)
• Google Sheets/Forms/Gmail
• Collaborative Mindset: Comfort working both independently and as part of a team.
• Relevant Experience: Preferred experience in customer service, especially retail or ecommerce.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• No nights

Work Location: In person