Community Support Agent- Daytime

The Community Support Agent plays a key role in our Community Support operations. Working in a call-center environment, this high-energetic, confident and courteous employee will communicate with customers by phone, email, chat, and social media platforms, and will assist in resolving inquiries related to shipping, warranty, general product questions, etc.. This position will work during the evening and weekends.

The Community Support Agent will serve as the first point of contact to customers and must be focused on providing excellent customer experience at all times. In addition, this person must have confidence to make quick and accurate decisions, use independent judgement on unfamiliar customer needs, and have the ability to determine when inquiries should be escalated.

Duties and Responsibilities:

• Interact with customers through phone calls, email, website chat software, and various platforms such as Facebook, Instagram and Amazon.
• Maintain a high level of professionalism, punctuality and accountability.
• Contribute to a team-oriented environment, assisting others as needed.
• Work closely with warehouse and logistics teams to ensure accurate order processing and stay current on product knowledge.
• Follow Company policies and use independent judgment to determine resolution/escalation.
• Provide exceptional customer service by assisting customers with inquiries regarding shipping and tracking, product questions, warranty claims, refunds, replacements etc.,
• Oversee daily returns and replacement of orders.

Qualifications:

• Ability to problem solve and multi-task
• 1-3 years of customer service experience
• High school degree required
• Ability to build relationships with team members and customers.
• Detail oriented and excellent organizational skills
• Proficient with Microsoft Word and Excel
• Courteous, confident and outgoing personality with exceptional customer service skills
• Ability to navigate dashboards such as Paypal, BigCommerce and ShipHero.
• Great telephone presence and confidence to assist customers over the phone.

Benefits:

• Employee Stock Purchase Program
• 3 weeks of PTO + 3 wellness days per year
• Up to 12 weeks paid parental leave for birthing and non-birthing parents
• 401(k) with 3% match
• Generous employee discount across Solo Brands
• Competitive salary
• Priceless opportunity to work with the coolest team ever!
• Employee product library program
• Fully-covered medical, dental, and vision benefits for employees, 80%-covered for dependents
• Flexible spending account

SoloStove participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program here.