Customer Service Representative Job at VESSEL, Carlsbad, CA

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  • VESSEL
  • Carlsbad, CA

Job Description

Position Overview

The Customer Service Representative serves as the first point of contact for our valued customers, providing exceptional support to address inquiries, resolve issues, and ensure a positive experience. Responsible for handling a variety of customer interactions through multiple channels, including phone, email, chat, and in-person. This role requires strong communication skills, empathy, and a dedication to delivering solutions that meet or exceed customer expectations.

Duties / Responsibilities

  • Handle incoming account/consumer calls, chats, and emails using Gorgias, exceeding customer’s expectations on each interaction.
  • Responsible for explaining the features and benefits of Vessel’s past and current product lines.
  • Work with Returns/Warranty Specialists to make decisions regarding warranty and non-warranty issues
  • Service overflow new sales order requests from accounts, using Sales skills to cross-sell/up-sell.
  • Troubleshoot account and consumer problems as well as FedEx, DHL, and USPS tracking/follow-up as necessary.
  • Stay aware of industry current events and trends.
  • Demonstrate use of good customer service skills to provide excellent customer service with every interaction.
  • Utilize efficiencies in multi-tasking to operate simultaneously in Gorgias, Gmail, and Business Central
  • Work with the warehouse team to troubleshoot shipping and repair issues.
  • Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy.

Qualifications / Skills

  • 1 year of Customer Service experience
  • High school diploma
  • Available to work in person at least 4x per week
  • Schedule: Monday-Friday 8 am-4:30 pm
  • Strong verbal and written communication skills to interact clearly with customers, vendors, and other employees
  • Organization skills to keep accurate records and find important information quickly and efficiently
  • Time management skills to prioritize and complete a wide variety of tasks throughout the day
  • Patience and empathy to respond appropriately and interact positively with upset customers
  • Interpersonal skills to create a pleasant experience for all customers, such as being personable and attentive

Job Tags

Monday to Friday,

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