Job Description

Company: Skout’s Honor

Role: Customer Service Specialist (Talent Network)

Location: On-site | Oceanside, CA

Type: Full-time

Comp: $25/Hr

Hours: 8 AM-4:30 PM | M-F with some overtime as needed

Overview:

We're looking to connect with customer-focused individuals who share our passion for pets and excellent service. We are currently building our talent bench for a Customer Service Specialist position. The Customer Service Specialist will play an essential role in delivering an exceptional customer experience and driving customer loyalty. As a forward-facing position, the Customer Service Specialist will address customer inquiries, provide timely resolutions, and enhance overall satisfaction throughout the customer journey. The Customer Service Specialist will represent Skout’s Honor’s brand voice in all customer interactions to ensure customers are consistently presented with the brand’s values and key messaging. This position requires a proactive, empathetic, and solution-oriented approach.

Additionally, the Customer Service Specialist will take ownership of scaling product reviews. This involves collecting and analyzing customer feedback, developing a plan to scale reviews, tracking progress toward objectives, and leveraging insights to help shape product development and marketing initiatives.

Job Responsibilities:

• Promptly respond to customer inquiries through phone, email, SMS, and Amazon Seller Central
• Assist customers with placing orders, tracking shipments, updating subscriptions and account information, and resolving order issues
• Use CRM helpdesk and Amazon Seller Central to manage customer support tickets, providing detailed records of interactions
• Escalate customer issues through the appropriate internal channels
• Collaborate with cross-functional team to ensure order accuracy and timely order fulfillment
• Facilitate the approval process of wholesale orders
• Maintain strong product knowledge to offer accurate information and thoughtful recommendations to customers
• Thorough understanding of the brand’s tone and voice to ensure consistency throughout the customer journey
• Monitor and moderate product reviews across selling channels
• Develop and execute strategies to increase product reviews, tracking performance and reporting regularly
• Manage product review syndication platform to improve visibility, reporting, and product scalability
• Consistently provide customer feedback and track product trends to help with product development and improve the customer experience
• Facilitate inventory management with cross-functional team to provide a smooth shopping experience for e-commerce customers
• Monitor and process internal tickets into ERP to ensure timely fulfillment and maintain inventory
• Select the weekly education program winner and send out swag
• Monitor the store locator platform to support retail partners and improve the e-commerce shopping experience
• Create and update customer service documentation, including work instructions and logs
• Build and maintain positive relationships with our industry partners and customers
• Identify and troubleshoot operational challenges, offering solutions to improve workflows and processes
• Handle challenging situations in a timely, calm, and professional manner in a way that will enhance the customer experience
• Provide support for customer service-related projects across departments as needed
• Cross-train in purchase order (PO) flow processes and provide backup support when necessary

Qualifications:

• High School Diploma or equivalent
• Proficient in computer software systems, including MS Office and MS Excel
• Talent for multi-tasking and prioritizing tasks effectively
• Strong written and verbal communication skills
• Some experience in project management or exposure to cross-functional teams preferred
• 2+ years of experience in a position engaging directly with customer needs and behavior

Ideal Skills for Success:

• Empathy
• Solution-oriented
• Critical thinking
• Adaptability
• Resourcefulness
• Attention to detail
• Time-management
• Optimism
• Takes initiative
• Resilient
• Proactive in professional development
• A love for dogs, cats, and other animals

Perks:

• Medical/Dental
• 401(k) with company contribution
• Health & Wellness program
• Generous employee discount
• Dog-friendly office environment
• Casual dress

We strive to foster an environment where all staff can bring their whole selves to work, by their own definition, and we strive to provide all candidates with an equitable and accessible recruitment process.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics.

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