Poly & Bark

Compensation

Full Description

Please only apply if you live in California, North Carolina, 0r Florida. Please only apply if you have customer service experience in furniture or e-commerce. ROLE: Poly & Bark a fast-growing home furnishing e-commerce brand, is looking to hire an experienced customer care representative who understands the importance of being on the front line with our customers. We are looking for someone who is highly motivated, adept at problem-solving, and who will work alongside our Customer Support Team. ABOUT US: At Poly & Bark we are engineering a better furniture and home decor buying experience. Better quality materials, responsive and helpful customer care team, fast shipping, and a 30 day risk free trial in your home, as well as free shipping on all orders. We are a family company, and we make sure that each person who joins us feels invested in our mission. We offer competitive pay, nice perks, and a positive work environment. A DAY IN THE LIFE OF A CUSTOMER CARE REPRESENTATIVE As a Customer Care Representative, you are on the front lines of customer satisfaction and loyalty, handling both incoming and outgoing customer care calls, emails and chats. You are passionate about ensuring that each of our customers has the best possible experience with our products and company. Whether on the phone, through chats, or in emails, your warm, friendly personality comes through in all your interactions and leaves customers feeling as if they have just spoken with their best friend. Invested in our success as a company, you collaborate with our Quality Assurance, Product, and Marketing teams to solve customer concerns. You also work closely with our IT team to troubleshoot technical issues. Though you spend a lot of time on the phone, you don't ever just "phone it in." We can't continue to grow without the world-class customer support that you and your team provide to our customers, and you love the excitement of being on the front lines of a rapidly growing furniture company! RESPONSIBILITIES: • Monitor inboxes for messages and alerts. • Confirm all orders are scheduled to ship on time and follow-up with the shipping team, if necessary. • Answer and respond to incoming calls, emails and chats in all things related to our website orders. • Provide resolutions, follow-up and communicate with customers in a timely manner. • Order cancellations and customer communication, when necessary. • Process replacement parts or address change requests in ERP system. • Process claims and warranty related issues in a timely manner. ABILITIES: • Ability to multitask and handle heavy volume of messages. • Conduct outbound calls to resolve customer questions. • Serve as an appropriate liaison between company's delivery partners, our fulfillment centers, and our consumers • Help facilitate escalations and ensure resolution. QUALIFICATIONS FOR A CUSTOMER SERVICE REPRESENTATIVE • Detail oriented and highly organized • Great attitude and highly communicative • Superior follow-up skills • Furniture manufacturing and/or Logistic experience is recommended • 1-2 Years related work experience is required • Technologically savvy, must understand or have prior experience working in: CRM, OMS, proficient with excel (and analyzing data sets), g-suite • Ability to work weekends (rotating schedule) and holiday hours as needed • Friendly phone demeanor Benefits/Perks: • Comprehensive health benefits • Paid Holidays WORK SCHEDULE This is a full-time customer support position with hours from 8:00 am to 5:00 pm Mondays - Fridays and on weekends (rotating schedule) Job Type: Full-time Pay: $16.00 - $18.00 per hour Benefits: • Dental insurance • Health insurance • Paid time off • Vision insurance Work Location: Remote