Customer Service Agent

Job description

**Responsibilities for the role:** - Handling tickets from start to finish utilizing various tools - Expediting of other agent tickets and following up when necessary - Providing excellent, empathetic, and effective customer service - Can speak up and notify leads of any issues or questions - Ability to handle upwards of 40+ tickets per day - CSAT quality of 95% or higher - Responding to tickets within 4-24 hours for initial and follow up responses - Handling Chats/Phone Calls - Good attendance - Creating SOP's and building efficiencies within work flows - Possible leading of internal projects - Possible second shift opportunities - Possible weekend shift (ie. Wednesday – Sunday) **Requirements for the role:** - Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook - 2 years+ of customer service experience - ecommerce experience a plus - Ability to multitask - A natural ability to de- escalate challenging requests/customers - Ability to communicate well verbally and written - Ability to speak and present in larger groups - Strong attention to detail and organizational skills - Strong ability to be proactive Exceptional time management Skills Remote work arrangement