Customer Support Representative

Description of the Company.

SIAB Global LLC (“SIAB Global”) is a leading ecommerce and technology business, which sells various branded consumer goods. We leverage our in-house data analytics expertise to drive our exponential year-over-year growth. In addition, we develop SaaS solutions that make organizations and businesses more profitable and efficient.

Description of the Position.

At SIAB Global, our customers are at the core of everything we do, and we’re committed to providing them with top-notch service. We’re searching for a customer support representative who is passionate about helping others, who can proactively offer solutions and ideas that will delight our members. This position is responsible for managing sensitive customer interactions, proposing creative solutions, and establishing rapport with our engaged community.

Each day, CSRs interact with various customers from the different ecommerce sales platforms of SIAB mainly responding to emails from customers with inquiries. The CSR position may also include some telephone and online chat interactions. A CSR must be highly engaged with customers to deliver an exceptional customer service experience.

• CSRs spend a significant amount of time interacting with customers across various sales platforms, therefore, various communication tones and writing styles are required.
• CSRs work with a highly driven team that is supportive, collaborative, and dedicated to excellence in every aspect of the business.
• CSRs provide authentic, meaningful, human interactions.
• CSRs make every customer feel heard, valued, and supported.
• CSRs take ownership over the quality of their work and make an effort to improve.
• CSRs recommend solutions to complex or escalated situations through research and critical thinking.
• CSRs share relevant, strategic insights with our product, marketing, and technology teams regarding overall customer experience and service-related trends.
• CSRs strive to exceed volume and quality goals.
• CSRs sometimes take on special long or short-term projects.

This Customer Service Representative opportunity is a permanent full-time employee position, which will be paid a competitive salary commensurate with experience.

No travel is required.

CSR Qualifications.

• Bachelor’s Degree or equivalent experience.
• 3-5 years’ experience in customer-centric industry.
• Excellent Zendesk skills; 2 years’ minimum experience.
• Strong computer skills in Word, Excel and web-based applications.
• Exceptional written communication skills with a keen attention to detail.
• Entrepreneurial spirit with an ability to manage workflow efficiently.
• Willing and eager to support new channels as needed (e.g., social media).
• Experience with Cratejoy, MailChimp and subscription commerce is a plus.

Other Requirements.

• Available to work Eastern Time Zone hours.
• Available to work some evenings, weekends, and holidays.
• Must be able to pass a background check and drug screen.