Ecommerce Customer Service Specialist

About

Welcome to Rebel Rabbit, the hottest functional beverage on the market. Founded in the city of Greenville, SC in 2021, we're growing fast and taking the cannabis beverage category by storm. Our small but mighty team is as scrappy as they come, and we're proud of it. We're an entrepreneurial bunch with ambitious goals to become the top dog in the cannabis beverage industry. Our mission is to change the way people view “drinking”. Drinking should not just mean alcohol. It should be inclusive of all things, for all people. We are here to help America cut back on their alcohol consumption while simultaneously fighting the stigma of cannabis. It's a big dream, but we're all in.

At Rebel Rabbit, we've created a fast-paced startup environment that's full of collaboration, creativity, and a little bit of chaos (in a good way). Everyone on our team contributes to various projects, regardless of their position, and we're all about having fun every single day. Of course, we're focused on our company goals, but we know that work/life balance is essential. We don't compromise on that, because as a company with a strong emphasis on mental health and wellness, we understand the importance of avoiding burnout. So, whether you're a seasoned pro or just starting your career, come join us at Rebel Rabbit and help us change the culture of “drinking” across the country!

Essential Duties/Responsibilities:

• Manage customer inquiries regarding online beverage orders via web, email, phone, and chat interfaces.

• Assist in all aspects of customer service, including order placement, confirmation, product/promotion queries, shipping status, and returns, with a focus on customer satisfaction and business growth.

• Guide customers in beverage selection, provide answers to queries, and suggest suitable beverage options.

• Accurately document customer issues and interactions in the company's ticketing system.

• Resolve customer queries promptly and effectively by offering additional information or escalating the issue as needed.

• Work directly with customers to address and resolve order-related issues.

• Coordinate with the warehouse fulfillment center to ensure a smooth order process.

• Strive to establish and uphold customer loyalty through exceptional service.

• Efficiently process beverage orders and respond to inquiries about availability and pricing.

• Offer comprehensive technical support for customers using our online platforms.

• Make informed recommendations to customers on beverage purchases.

• Collaborate with the team to achieve department goals.

• Fulfill other duties as assigned by the supervisor.

Job Qualifications:

• A minimum of 3 years of Customer Service Experience, preferably in an online environment.

• Proficiency in Data Entry.

• Ability to manage a high volume of phone calls.

• Fluency in Excel, Word, and Outlook.

• Understanding of the cannabis or hemp beverage industry and our specific product line is a plus.

• Previous digital and e-commerce experience is desirable.

• Excellent interpersonal skills.

• Demonstrated sound decision-making skills.

• Proactive problem-solving abilities.

• High attention to detail.

• Ability to embrace and adapt to corporate or departmental changes.

• Capacity to initiate tasks with minimal supervision.

• Aptitude for quickly processing and understanding new information.

• Recognition of the importance of customer loyalty.

• Ability to maintain composure and performance in high-stress situations.

Education: High School or GED Equivalent

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. The company reserves the right to modify and change responsibilities and duties herein without notice.