Consumer Service Agent

Location: Carlsbad, CA

Department: Consumer Services

Type: Full Time

Min. Experience: Entry Level

As a Consumer Service Agent, you will be responsible for delivering best in class service to our consumers. Assisting the end consumer in terms of questions, warranties, sales, returns and refunds. As support staff the information gathered will be delivered to all needed departments to continue to ensure the best in class service to our consumers. Integrity of agent and company will be held to the highest level.

Responsibilities/Duties/Functions/Tasks

  • Interact with customer via phone and e-mail to provide information in response to features and benefits about products, determine customer requirements and expectations and recommend specific products and solutions.
  • Build long- term relations with customers. Make transactions easy and stress free for the customer
  • Handle and resolve customer complaints and follow- up on actions taken to resolve issues beyond customers’ expectations.
  • Place warranty orders in the system. This includes all warranties for the Direct Sales team
  • Place sales orders in the system via customers contacting in. Call out to failed orders to place the customers’ orders manually.
  • Process customer returns and refunds. Document in Zendesk, Syspro, T-drive excel documents for operations and finance.
  • Handle product inventory, customer inquiries and other areas within the two eBay Stores
  • Process all Canadian warranties through the one month shipment process and through the operations lead for Canada. Also, loop in Canadian Distributors when needed
  • Communicate and coordinate with internal departments; sales, accounting, production, web, operations and executive team
  • Gather information for product on quality issues, record details, comments and complaints. Work directly with digital to ensure PDP’s reflect the most asked questions.
  • Process multiple in house orders; Influencers, PR, EXOS, and samples
  • Place in house orders against individual’s allotment from the company. Track all spending per employee to ensure accuracy and no abuse of free product
  • Cover the front desk till an employee is hired for the roll. Then at that time support as back up when needed

 

Key Competencies

  • Ethics and Values
  • Problem Solving
  • Organizational Skills
  • Team Works
  • Drive for Results

 

Qualifications and Skills

  • Bachelor’s Degree
  • Strong communication, interpersonal and listening skills
  • Excel Proficient
  • Problem analysis, problem- solving and decision making
  • Attention to detail and accuracy
  • One year of experience working in customer service oriented environment.
  • Passion for sports and helping athletes
  • Patience, high stress tolerance level, thick skin, ability to forget and stay focused
  • Team- Player with a “can do” attitude
  • Good time management skills with the ability to prioritize tasks of the day
  • Confidence
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