Customer Support Specialist - Revivn
San Leandro, CA
About the Job
Revivn is a profitable and rapidly growing company that helps enterprises manage their technology through our end of life software platform. We take electronic recycling one step further by repurposing hardware that still has remaining life and providing it to people who lack dedicated computer access and make it more affordable for people who may not be able to purchase new technology. Working with companies like Instacart, Lyft, Qualtrics, X, Gensler, and Allbirds we are changing the way companies view used technology with a new model that focuses on repurposing instead of recycling.
We're ramping up our efforts to grow our hardware resale business through eCommerce and wholesale channels, and we're on the lookout for a full-time Customer Service Associate to join our team. In this role, you'll be the primary point of contact for our customers, ensuring every interaction is positive and exceeds their expectations.
You'll collaborate closely with our computer repair team to enhance the after-sales process and reduce refunds. Your day-to-day will involve managing and reconciling inventory data, digging into any discrepancies, preparing reports, and wrapping up customer tickets as they come in. Plus, you'll play a key role in addressing customer inquiries, resolving issues, and providing valuable feedback to help us continuously improve our products and services.
What you'll do
- Manage the entire customer experience lifecycle, from ticket creation to resolution, ensuring a seamless process
- Work closely with the team to make returns and exchanges run like clockwork, keeping customers happy
- Regularly update leadership on customer care tickets and any issues that pop up
- Collaborate with external vendors and eCommerce platforms to quickly resolve any hiccups
- Use our in-house Warehouse Management System to tackle customer exchanges and defective item claims efficiently
- Pull data from our inventory system to create reports and document everything in our software for easy access by partners
- Coordinate Inventory Control Activities (Weekly Cycle Counts of Floor Stock and Inventory Adjustments.)
- Review inventory adjustments and how they affect overall profitability
What were looking for
- Able to juggle multiple tasks and still catch the little things that matter
- Always thinking of ways to make things better and aren't shy about sharing your ideas
- Consistently gets things done on time
- You're comfortable using Slack, Gmail, and other online platforms to keep everyone in the loop
- You've got a positive, can-do attitude and love tackling challenges head-on
- You show up, deliver quality work, and can be counted on
- Curious about technology and eager to dive into new tools
About you
- 1+ years of experience in customer service, support, or a related role, preference for B2C/D2C experience
- Strong communication skills, both verbal and written. Able to handle difficult situations with empathy and professionalism
- Proficient in Warehouse management software, Microsoft Office Suite, and customer support tools
- Bachelor's degree preferred, but not required
- Ability to think critically and solve problems creatively
- Excellent organizational skills with the ability to manage multiple tasks and priorities simultaneously
Other need to knows
- Most customer interactions will be through e-tickets and emails – phone calls can be rare!
- Your work week will include weekends, with a schedule of Wednesday through Sunday.
- This role has a hybrid schedule, with weekends worked remotely and weekdays on-site.
- We are seeking to hire immediately for this position and are offering a sign-on bonus!
We embrace diversity and are committed to fostering an inclusive environment. At Revivn, we encourage people from all ages, abilities, and experiences to apply. Revivn does not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.
The range for a Customer Service Associate is $21-24/hr. Actual compensation packages are based on several factors that are unique to each specific candidate; including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. This may vary depending on living location and market rate.
