Customer Care Representative

CUSTOMER CARE REPRESENTATIVE (TEMPORARY THRU JANUARY 2025)
Located in ADDISON, TEXAS
THE ~JOB
The position is responsible for handling Customer Service processes. Acting as a liaison between Customer and ~Pourri. Assists and resolve any customer queries via phone, email, and chat. Greet customers warmly and ascertain problem or reason for calling (such as with re-placement of orders, errors, billing, cancelations, refunds, or exchanges and other queries)
THE ~JOB FUNCTIONS

• Respond to inbound customer communication and inquiries via phone, emails, and online chat platform.
• Direct phone calls and emails to appropriate departments or individuals within company.
• Troubleshoot direct to consumer and business to business customer order issues utilizing Shopify, Netsuite, Route, and Mainchain.
• Submit new and replacement orders that come in through phone calls, chats, or emails.
• Handle small accounting issues for business-to-business customers, by accepting payment information or forwarding invoices.
• Issue credits or replacements for damages on business-to-business orders.
• Provide tracking information to customers inquiring on the whereabouts of their order.
• Assist in the management of direct-to-consumer automatic shipments of product, whether updating their delivery schedule or cancelling their automatic shipments.
• Process customer and damage returns, inspect product, and issue resolution for customer (refund or replacement order).
• Process delivery claims on behalf of customers via Route.
• Issue FedEx call tags for product returning to warehouse.
• Other special projects as assigned from time to time to support the company's needs.

THE ~PREFERRED SKILLS

• Basic experience in Microsoft Office suite (particularly Excel and Word)
• Knowledge of:
  • Customer service principles and practices
  • Relevant computer applications
  • Social media platforms
  • Administrative procedures numeric, oral, and written language applications
• Good leadership skills
• Quick response time
• Detail Oriented and Organized
• Quick learner, Flexibility, Patience, Analytical and Multi-task
• Able to work in a team environment and to able to see the big picture and find robust solutions
• Adaptable to fast-changing demands-at Poo HQ the only constant is change
• Customer focused (they're the only reason any of us have a job, after all)

THE ~PREFERRED QUALIFICATIONS

• High school diploma, general education degree or equivalent.
• 1+ years of Customer Service experience
• Basic experience in NetSuite/ERP software

THE ~KEY PERFORMANCE INDICATORS ASSIGNED

• Average Response Time (chat)
• Total Abandonment for Calls
• Email Resolution
• Customer Satisfaction (from Chat)
• Customer Service Team KPI - Index (dept)

THE ~PERKS

• Creative, high-energy work environment-sitting still is hard for us
• Award-winning marketing and kickass products
• Employee discounts on products (you'll never have to smell your poop again... like ever)
• Competitive pay and benefits
• Healthy snacks available for when your stomach starts rumblin'
• Bottomless lattes and sparkling water-if you aren't obsessed with Topo Chico yet, you will be!
• Massage chair and relaxation room, for when you need a breather
• ...and of course, endless Poo jokes!