Job Title: Customer Service Specialist
Department: Marketing
Reports To: Marketing Manager
FLSA Status: Non-Exempt
Expectations for All Employees:
In the performance of their respective tasks and duties, all employees are expected to conform to the following:
Support the organization’s mission, vision, and values.
Trusted by millions of mamas worldwide, Earth Mama Organics has manufactured obsessively clean herbal care for over two decades. Formulated by a nurse and herbalist, Earth Mama combines generations of women’s wisdom, traditional herbal remedies, and evidence-based research to create organic herbal teas, castile soaps, balms, sunscreens and even baby loss support. Earth Mama truly is For Everyone and Their Mother®.
Summary
To keep customers happy and successfully solve any problems that may arise, Customer Service Specialists perform a range of tasks.
Receive and Promptly Respond to Customer Queries
Whether Customer Service Specialists are contacted by email, phone, or live chat, they must make a continual effort to respond to customers as quickly as possible. Once they receive a message or chat from a customer, they must read and listen carefully to the customer’s question, concern, or complaint before following protocol to resolve the issue or answer the question with a voice and tone that aligns with the brand and addresses the need expressed in the email or chat.
Document Issues and Resolutions
In addition to providing real-time support, Customer Support Specialists thoroughly document each customer’s question or problem as well as the resulting answer or solution. This way, they can help improve their organization’s overall functionality and efficiency.
Learn About New Products and Services
Earth Mama’s goal is to help customers as effectively as possible; Customer Service Specialists must remain up to date on all the products and services that Earth Mama Organics offers. It is especially important for Customer Service Specialists to learn about new products and services, which customers may be more likely to ask questions about.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Interact with consumers and our community online daily through email, phone, and live chat.
- Ensure optimal customer service with timely responses to negative or positive feedback.
- Represent the voice of Earth Mama and deliver exceptional customer constantly striving to make things better, faster, and smoother for the customers.
- Connect with the appropriate departments to execute refunds or replacement items and to ensure that each customer is satisfied.
- Write responses to reviews and questions on Amazon and Review Syndication Website and post them in a timely manner.
- Advocate on behalf of the customer to ensure their consistent and satisfactory experience.
- Liaise cross-departmentally across all departments as necessary.
- Performs other duties as assigned.
Supervisory Responsibilities
N/A
Good Manufacturing Practice (GMP) Responsibilities
Ensure any feedback from (customers or personnel) regarding known or perceived quality issues of products is relayed to the Co-CEO.
Customer Service Specialist (CSS) Skills & Qualifications
CSSs are excellent communicators with a passion for customer service.
Customer service – since CSSs work directly with customers to solve end-user issues and answer questions, it is essential that they have strong customer service skills.
Computer literacy – by nature, CSSs perform their day-to-day tasks on a computer. They must be able to easily operate a computer, especially in terms of checking and responding to emails as well as utilizing live chat services and software as well as the company’s ERP system.
Problem-solving skills – the ability to solve problems is just as integral to CSS’s work as solid communication skills. When presented with a problem, chat agents must be able to understand the root question or problem and find a solution calmly, compassionately, and efficiently, even if the customer is impatient or disgruntled.
Organization skills –CSSs are responsible for recording and documenting each question or problem as well as each respective answer or solution. Because of this, CSSs should have strong organizational skills and be able to effectively sort large amounts of information.
Good attitude – though it may go without saying, it is worth noting that the most successful CSSs address customers in an upbeat and positive manner and embody the Earth Mama brand. Even when facing complex problems or difficult questions, it is important that chat agents maintain a good attitude.
Education and/or Experience Requirements
· Minimum of 3 years of experience in Customer Service. A background in Social Media and/or Marketing is a plus.
· Minimum of a Bachelor’s Degree in Sales, Marketing, or Social Media (or related field)
· Excellent written and verbal skills
· Ability to prioritize a busy workload.
Physical Demands
The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
The opportunity to work remotely from home is offered with the understanding that it is the responsibility of the employee to ensure that a proper work environment is maintained as follows:
- Designate an area that allows for working in an office setting. Ensure that the equipment necessary to perform the work is in the designated area;
- Make advance arrangements for dependent care to ensure a productive work environment. (Telework is not intended to be a substitute for day care or other personal obligations.);
- Keep personal disruptions such as non-business telephone calls and visitors to a minimum;
- Obtain pre-approval from the supervisor for use of Paid Time Off to attend to family or home matters during home office hours; and
- Ensure that the home office is a safe place to work.
Job Type: Full-time
Pay: $16.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
Work Location: Remote