Customer Service Agent

If you love helping people solve problems and want to work at a company with a stellar culture that serves some of the biggest names in music, sports, entertainment and DTC brands - this is the job for you.

Customer Service Agent Job Overview

ONELIVE is currently seeking an entry to mid-level Customer Service Agent to assist ecommerce customers with their needs and concerns while maintaining an exceptional, positive customer experience. This person, under the guidance of the Customer Service Manager, would be responsible for resolving all customer inquiries in a timely manner through the ticketing system via phone, email, and chat channels across multiple brands and online storefronts.

Responsibilities

To be successful in this Customer Service Agent role, this person must be able to perform the following functions with a high level of proficiency.

• Respond to customer inquiries by phone, email, chat, or in person. Listen to customers and be empathetic.
• Identify and address customer concerns and complaints. Resolve issues in a timely and professional manner.
• Provide customers with information about products, pricing, and availability.
• Pass customer feedback to the Customer Service Manager and Account Management team.
• Ensure all customer service tickets are entered in the system and properly updated with tags, categories, and/or status.
• Ensure all related customer service actions or processing, such as returns, re-shipments, or warranty claims, are completed fully and accurately.
• Collaborate with other team members to resolve issues.

Requirements

The following traits and skills are required for this Customer Service Agent role.

• Ability to maintain a positive attitude in all customer interactions
• Proven history of successful customer service experience in ecommerce or related, customer-facing industry
• Excellent time management, problem solving, teamwork, and communication skills
• Proficiency with relevant tools:
  • Ecommerce platforms like Shopify or BigCommerce
  • Customer service platforms like Gorgias, Zendesk, or others
  • Shipping and fulfillment platforms (i.e. ShipStation, TechShip, Logiwa, etc.)
• Proficiency with administrative and office tools:
  • Google Suite (Gmail, Google Meet, Google Calendar)
  • Slack
  • MS Excel / Google Sheets
  • CRM Software (Salesforce, HubSpot, etc.)

Benefits & Perks

• Health: Medical, Dental, Vision, Life Insurance, Pet Insurance benefits for you and your family including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) options.
• Retirement: 401(k) program with strong company match.
• Workplace: Work remotely full-time. Equipment provided.
• Time Off: 15 days paid time off per year and paid holidays.
• Other: Occasional access to concert tickets, quarterly and EOY bonus opportunities.

Physical Requirements: Requires prolonged sitting at a desk and working on a computer.

ONELIVE values a diverse, inclusive workforce and we provide equal employment opportunities for all applicants and employees.