Customer Care Representative

Website hayhouse Hay House

💫 This job may be best for: Gemini, Virgo, Libra, Taurus, & Pisces

Full Job Description

Who We Are

Hay House is a mission-driven company dedicated to supporting positive change in the world by helping all people to grow in mind, body, and spirit. With a diverse roster of customers, authors, and points of view, Hay House offers products and resources that empower, educate, and inspire such as books (print, electronic, and audio), card decks, calendars, streaming content, mobile apps, and more. From self-improvement to spirituality, health to business, metaphysics to memoir, diet to tarot, children’s books to crystals, we offer our audience a wide selection of practical and inspirational resources in a broad range of formats.

Position Summary

Our Customer Care department is looking for a skilled technical support individual to join our team! The perfect candidate displays an outgoing positive attitude, thrives on challenges, is solution-driven, and experience in providing customer support via voice, live chat, and through an email ticketing system. Primary responsibilities include assisting customers with technical support troubleshooting and other support-related inquiries within our eCommerce platform.

Responsibilities and Expertise

  • Provide professional customer support communication for email, live chat, and phones
  • Maintain satisfaction levels while providing exceptional service to a large volume of calls, emails, and live chats
  • Provide first contact resolution
  • Prioritize workflow based on support channel demand
  • Keep accurate records of all customer interactions and transactions by recording details
  • Process orders, refunds, exchanges, and cancellations
  • Troubleshoot and resolve technical issues
  • Communicate and report user feedback to department management for continuous customer experience improvements
  • Follow and maintain company standards, policies, and procedures during all customer interactions
  • Seize opportunities to upsell products when they arise
  • Meet and exceed personal and team sales and service goals
  • Other duties as assigned

Skills, Knowledge & Abilities

  • Excellent customer service skills
  • Tech-savvy
  • Cheery, upbeat personality
  • Ability to maintain a positive attitude under pressure
  • Self-motivated with the ability to work independently or in a team
  • Outstanding listening skills to identify customers’ needs and provide timely solutions
  • Ability to problem-solve, troubleshoot and provide excellent technical support
  • Ability to effectively multitask and prioritize responsibilities
  • Ability to manage a large volume of incoming calls, live chats, and emails
  • Demonstrates critical thinking in the decision-making process
  • Strong attention to detail
  • Strong drive to succeed in a team environment
  • Maintain exceptional attendance
  • Skilled in a browser-based phone system, ticketing systems, and live chat

Education and/or Experience

  • High school diploma
  • 2+ years of prior work experience with online web customer support via voice software, email ticketing system, live chat, and other CRM systems
  • Prior experience in technical support
  • Prior experience working remotely
  • Prior experience in Zendesk Talk, Live Chat and Support Ticketing system

Why Should You Apply?

  • Meaningful Work
  • 4-Day Work Week
  • Great Benefits


💫 This job may be best for: Gemini, Virgo, Libra, Taurus, & Pisces

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