Customer Service/Email Agent

At Mercatalyst, We Are Event Driven Retail(R). We create exciting and engaging shopping experiences and deliver deep value through curated, exclusive deals on leading brand products across all major consumer product categories. Mercatalyst reaches millions of customers through our partnerships with famous TV personalities and shows using our family of websites including:

morningsave.com

meh.com

sidedeal.com

Join forces with a unique group of entrepreneurs who created the daily deal and who remain innovative, creative, and resilient. We're always looking for like-minded people to enrich our company culture and our brand. We offer a unique and exciting experience, and we are looking to add talent to our team today!

& Responsibilities

Let’s face it: sometimes when people write customer service, they aren’t the most rational or pleasant. Mercatalyst needs resilient, diplomatic, patient, thick-skinned people who maintain perspective and a sense of humor to address, resolve, and/or defuse customer comments, questions, and complaints.

We need people who can respond to inquiries and feedback quickly, problem solve in a professional manner, hunt down where there are issues, keep track of when they’re happening, and help narrow in on the causes and solutions. A good customer support representative can solve customer issues. A great one can help prevent them from happening in the first place.

Success Looks Like:

• Comprehending and empathizing with customer comments, concerns, and complaints;
• Responding when appropriate with warmth, wit, and humor as a real person instead of a corporate drone;
• Tracking customer issues to help report on patterns and trends, and tagging cases for metric tracking and future report building
• Working efficiently and quickly to maintain productivity and reasonable response times;
• Following Mercatalyst’s policies when deciding on solutions for customers;
• Collaborating with other departments (warehouse operations, merchandising, sourcing, etc.) to communicate issues and coordinate responses;
• Composing email responses that are grammatically correct, clear, concise, and reflective of Mercatalyst’s community tone and style;

Skills, Experience, & Education

• 2+ years’ experience in customer service, preferably in internet retail / e-commerce or chat business
• Excellent computer / internet skills
• Are a problem solver - You take responsibility and ownership of customer concerns and do your best to fix them
• Familiarity with Salesforce and ZenDesk
• Excellent writing skills & command of proper grammar
• Experience with spreadsheets, especially Google Docs
• High school or equivalent
• Bonus: Able to take night and weekend shifts on occasion (after initial in-office training)

Benefits:

• And more!
• Paid time off
• Health, dental, and vision insurance
• Flexible schedule
• Parental leave
• 401k