Customer Support Specialist

Job description

Revivn is a profitable and rapidly growing company that helps enterprises manage their technology through our end of life software platform. We take electronic recycling one step further by repurposing hardware that still has remaining life and providing it to people who lack dedicated computer access and make it more affordable for people who may not be able to purchase new technology. Working with companies like Instacart, Lyft, Qualtrics, X, Gensler, and Spotify, we are changing the way companies view used technology with a new model that focuses on repurposing instead of recycling. We’re ramping up our efforts to grow our hardware resale business through eCommerce and wholesale channels, and we’re on the lookout for a full-time **Customer Experience Representative** to join our team. In this role, you’ll be the primary point of contact for our customers, ensuring every interaction is positive and exceeds their expectations. You’ll collaborate closely with our computer repair team to enhance the after-sales process and reduce refunds. Your day-to-day will involve managing and reconciling inventory data, digging into any discrepancies, preparing reports, and wrapping up customer tickets as they come in. Plus, you’ll play a key role in addressing customer inquiries, resolving issues, and providing valuable feedback to help us continuously improve our products and services. **This is an in-person role based in our Fresno, California facility. The schedule is Monday through Friday from 7:30am to 4:00pm, with occasional weekend or holiday coverage as business needs require.** ### What you'll do Customer Experience - Own customer support tickets from initial contact through resolution, delivering a timely and thoughtful experience. - Coordinate returns, exchanges, warranties, and defective item claims with internal teams and external partners. - Communicate professionally with customers through email and support platforms, resolving issues with empathy and urgency. - Escalate complex issues when needed while keeping customers informed throughout the process. Operations & Inventory - Partner with our repair and warehouse teams to improve post-purchase quality and reduce returns and refunds. - Use our warehouse management system to process customer exchanges and maintain accurate documentation. - Perform weekly cycle counts and inventory audits, identifying and researching discrepancies. - Review inventory adjustments and support reporting that helps improve inventory accuracy and profitability. - Prepare reports and share customer and inventory insights with leadership to help drive operational improvements. ### **What we're looking for** - 1+ years of customer service, customer support, or related experience, preferably in an eCommerce, retail, or direct-to-consumer environment. - Strong written and verbal communication skills with the ability to handle challenging situations professionally. - Excellent organization skills and the ability to manage multiple priorities in a fast-paced environment. - Comfortable learning and using warehouse management systems, customer support platforms, and Microsoft Office or Google Workspace. - Strong attention to detail with a problem-solving mindset. - Positive, collaborative attitude and a willingness to jump in wherever needed. - Curious about technology and excited to learn. Nice to have - Experience with inventory management or warehouse operations. - Experience working with eCommerce platforms or online marketplaces. - Familiarity with customer support software and ticketing systems. ### **Other things to know** - Most customer interactions happen through email and support tickets. Phone support is minimal. - This role works closely with warehouse, repair, and inventory teams, so collaboration across departments is an important part of the job. - You'll spend time both at a computer and on the warehouse floor when investigating inventory or product-related issues. If this sounds like you, apply! If you don’t meet all of the qualifications but think you could be a match, we’d still love the chance to review your application. We embrace diversity and are committed to fostering an inclusive environment. At Revivn, we encourage people from all ages, abilities, and experiences to apply. Revivn does not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. The range for a **Customer Experience Representative is $21-24/hr.** Actual compensation packages are based on several factors that are unique to each specific candidate; including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. This may vary depending on living location and market rate.