Customer Support Specialist - Heart & Soil Supplements

Summary

As a Customer Support Specialist, you will be joining a world-class CX team and play a key role in delivering exceptional support to our customers, helping them achieve radical health. You'll directly engage with customers, address their needs, and ensure they receive the best possible assistance. Your efforts will align with our mission of providing premium , animal-based nutrition and guiding our customers on their health journey.

Team You'll Grow With: Purposeful, mission-driven, CX team dedicated to serving our customers at every step of their journey.

Experience Required: No experience required; 1-year customer support experience preferred

Availability: 40 Hours Per Week

• Weekend (Saturday and Sunday) and mid-week (Monday-Wednesday) availability preferred

Location: Austin, TX (or willing to relocate)

Responsibilities & Qualifications:

Resolving Customer Issues

Effectively and efficiently resolve issues and inquiries. Provide assistance, troubleshoot technical problems, address complaints, answer questions, and ensure customer satisfaction.

• Maintain a high level of product knowledge to address customer queries, including features, specifications, pricing/discounting, and usage
• Strong problem-solving and analytical skill, with the ability to think critically and troubleshoot effectively

Providing Accurate and Timely Information

Deliver accurate and up-to-date information to customers. This includes product/service details, pricing, policies, and shipping information.

• Respond promptly and professionally to customer inquiries via our communication channels
• Detail-oriented mindset and the ability to multitask, prioritize, and manage time efficiently

Handling Customer Requests

This can involve tasks such as placing/canceling/modifying orders, processing refunds/returns, updating customer information, and escalating complex issues to appropriate departments.

• Handle customer requests such as order placements, modifications, cancellations, and returns in accordance with company policies and procedures
• Patience, resilience, and the ability to remain calm and professional under pressure

Maintaining Customer Relationships

Build and maintain positive customer relationships. Engage with customers professionally and courteously, demonstrate empathy, and provide a personalized/satisfactory customer experience.

• Uphold company values and brand image through professional and courteous communication with customers
• Ability to empathize with customers and provide effective solutions to their problems
• Ability to identify follow-up opportunities and follow through on them

Enhance Customer Experience through Technical Support

Test website and software updates to ensure seamless customer interaction. Contribute to the creation and updating of team playbooks and macros, and participate in a variety of Customer Experience projects.

• Regularly test website and software updates for functionality, ease of use, and bug identification to ensure a smooth customer experience
• Collaborate with the Customer Support team to contribute to team playbooks, ensuring that all team members have access to up-to-date information and best practices
• Design and implement customer support macros to streamline support processes and improve response times
• Participate in various Customer Support projects aimed at enhancing customer satisfaction and improving support workflows

Requirements:

• Excellent written communication skill
• Strong problem solving skill
• Patience and resilience
• Attention to detail
• Ability to follow guidelines and protocols
• Collaboration/coordination skill
• Excellent interpersonal communication
• Proactive working
• Time management skill
• Empathy/active listening