• Job Description

  Req#: 3507426
  Job Type
  
  Full-time
  
  Description
  
  eCommerce Customer Service Agent
  
  Lightology is the largest contemporary lighting showroom in North America. Our goal is to educate our customers on the intricacies of lighting design. With this knowledge, our customers come to appreciate the significant impact that great lighting design can have on their homes, offices, stores, or restaurants. This knowledge, combined with our partnership with our staff and our exceptional product line, provides our customers with all the tools necessary to create an atmosphere uniquely tailored to their needs.
  
  Responsibilities:
  • Communicate with customer on the status of their orders.
  • Provide tracking on orders that have shipped.
  • Offer suggestions/substitutions when items are backordered or discontinued. Apply upselling and a sales-driven mindset.
  • Manage customer expectations and potentially address any problems before they impact the delivery schedule. This proactive approach to order tracking and communication contributes to a positive customer experience, builds trust, and fosters loyalty.
  • Answers customer service calls, questions, and complaints in a prompt manner. Taking the guesswork out of it and setting proper expectations with all customers.
  • Initiate internal communications and information related to the service of customers and the completion of their transactions.
  • Handle escalated calls and cases to assist customers in various scenarios.
  • Work with customers and shipping providers to reroute or schedule shipments.
  • Meet and exceed metrics as outlined by leadership.
  • Process orders for customers when applicable.
  • Work on various tasks assigned by leadership outside of the day-to-day customer service tasks, including but not limited to taking appropriate actions to fact-find, while acting with urgency and care, finding solutions to drive to resolution in various tasks related to but not limited to order changes, returns, parts, claims, and accounting, and resolving various internal or external customer inquiries.
  • Complete a daily back-order report to ensure clients are up to date with delivery information.
  • Answers customer service calls and chats, questions following SLAs and cadences.
  • Follow the security and other operational procedures for the computer and point-of-sale environment.
  • Facilitate warm handoffs to various internal teams as needed.
  • Build expert, dynamic knowledge of the company's products and services.
  • Leverage resources, tools, and training to take ownership of the customer experience.
  • Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships.
  • Participate in a one-team environment.
  
  Requirements
  
  Job Requirements:
  
  • Previous experience working in a high-volume customer service function in a retail, design or manufacturing environment.
  • Good organizational skills and communication skills.
  • Basic knowledge of Microsoft Word and Excel
  • Knowledge of lighting or electrical products would be helpful, but not required.
  
  
  Salary Description
  
  $17 - $18/hr

• About the company

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