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About the Role
The Seasonal Customer Service Specialist is the frontline of customer experience, assisting customers with inquiries, product questions, and issues. This seasonal role operates during the busy holiday season and is ideal for individuals who enjoy helping people and improving customer interactions. It includes a week of paid training.
Responsibilities
- Deliver friendly, efficient, and resolution-focused customer support across assigned channels, with phone as the primary and mandatory channel.
- Assist customers with order inquiries, account questions, product information, site issues, and general support needs, documenting contacts accurately and escalating when needed.
- Handle email and chat contacts as assigned, maintaining the same quality and professionalism across every channel.
- Represent the company with a productive, courteous, and solutions-oriented approach in every interaction.
- Build and maintain working knowledge of products, promotions, and sales techniques throughout the season, applying that knowledge to improve customer satisfaction and support sales goals.
- Stay current on policy and process updates communicated through training and team channels, incorporating changes into daily work quickly and accurately.
- Use available tools and resources to find answers efficiently, escalating to team leads when an issue falls outside your scope.
- Operate in alignment with company core values of Commitment, Integrity, and Openness in every customer and team interaction.
- Receive and apply coaching and feedback from team leads and quality reviewers regularly, approaching feedback with openness and a genuine commitment to improvement.
- Contribute to a positive team environment by showing up consistently, communicating proactively, and supporting teammates during high-volume periods.
Requirements
- Positive, customer-first attitude with a professional and courteous communication style.
- Strong written and verbal communication skills including solid grammar and the ability to write clearly and concisely across email and chat channels.
- Demonstrated computer skills including comfort with Microsoft Office Suite and the ability to navigate multiple browser-based tools simultaneously.
- Ability to type at least 35 words per minute.
- Strong multitasking, problem-solving, and organizational skills with a focus on efficiency and accuracy.
- Openness to receiving frequent feedback and a genuine commitment to applying it.
- Availability to work Monday through Saturday during the holiday period with schedule flexibility based on business need.
- Must reside in the greater Austin area for in-person equipment pickup and return.
- High-speed internet with a reliable ethernet cable connection required for remote work.
- A quiet, dedicated workspace free from background noise during working hours required for remote work.
- Occasionally lift and/or move up to 35 pounds.
- Specific vision abilities required include close vision, distance vision and peripheral vision.
- Regularly required to talk and hear.
- Frequently required to use hands to finger, handle, or feel.
- Required to stand; walk; reach with hands and arms.
- Ability to perceive color (Red, Green, Amber).
- Ability to see.
- Ability to speak clearly.
- Ability to touch.
- Ability to hear/listen.
- Ability to use fingers.
- Ability to use hands.
- Ability to push/pull.
- Ability to carry up to 20 pounds.
- Ability to move distances within and between location/offices.
- Ability to read complex information.
- Ability to write intermediate level content.
- Ability to perform complex math skills.
- Ability to analyze and comprehend information.
- Ability to exercise judgment and make decisions.
- Ability to perform clerical tasks.
Skills
- Phone support
- Order inquiries
- Account questions
- Product information
- Site issues
- Email support
- Chat support
- Customer service
- Microsoft Office Suite
- Multitasking
- Problem-solving
- Organization
- Typing (35 WPM)
- Computer navigation
- Ecom platforms (preferred)
- Online order management (preferred)
Location
- On-site at 6411 Burleson Road, Austin TX
- Fully remote within the greater Austin area
Work Type
- Seasonal
- On-site
- Remote
- Full-time
Experience Level
- At least 6 months of contact center, customer service, or retail experience (preferred)
About the Company
- Go! Retail Group is an equal opportunity employer.
Equal Opportunity
- Go! Retail Group is an equal opportunity employer and does not discriminate against individuals on the basis of race, gender, age, national origin, religion, marital status, veteran status, or sexual orientation.