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About the Role
In this role, you'll be the go-to person for our customers, handling inquiries, managing orders, and ensuring smooth returns and refunds. You will also maintain accurate product information and a knowledge base. This position offers a growth path, starting with customer care fundamentals and progressing to process ownership, new tool adoption, and contributing to AI-assisted solutions.
Responsibilities
- Master the Gorgias / Alhena ticket workflow and BigCommerce order management.
- Independently handle routine customer communication, order support, and inbound calls.
- Handle walk-in customers at the counter.
- Own the refund process end-to-end, including returns and exchanges within approved guidelines.
- Streamline the refund experience for customer satisfaction.
- Keep product content and the knowledge base accurate and current across BigCommerce and Gorgias / Alhena.
- Deepen product knowledge and handle more complex customer scenarios over time.
- Build toward independence by developing new AI-assisted workflows using experience gained on the job.
Requirements
- Excellent written and verbal communication skills.
- Strong interpersonal skills and the ability to work effectively with both internal and external customers.
- Customer-focused approach with the ability to communicate clearly and empathetically across phone, email, and chat.
- Ability to professionally de-escalate and resolve customer concerns.
- Strong attention to detail and accuracy, particularly in order handling, refunds, and product/pricing information.
- Good memory and ability to retain and apply information effectively.
- Strong multitasking, organizational, and prioritization skills in a fast-paced environment.
- Strong ownership and follow-through, including reliable follow-up on open tickets and customer commitments.
- Effective cross-functional collaboration with Sales, Warehouse, and the Operations Support Team.
- Proficient in computer and data entry skills, including Microsoft Word, Excel, Outlook, Internet Sales, and related systems.
- Comfortable learning new tools and adapting to evolving workflows, including Gorgias, Alhena, and AI-assisted processes.
- Demonstrates sound judgment in determining when to resolve an issue independently and when to escalate it.
- Dependable attendance and punctuality.
- Demonstrates a strong work ethic and aligns with the company’s core values.
- Treats all team members with professionalism and respect.
Skills
- Gorgias
- Alhena
- BigCommerce
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Internet Sales
- AI-assisted workflows
Location
- West Babylon, NY
Work Type
- In-office
- Full-time
Experience Level
- Customer service experience preferred
Education Level
- High school diploma or equivalent
Benefits
- Medical, dental, and vision insurance
- Life insurance
- 401(k)
- Paid holidays
- Paid vacation, sick time/personal time off
- Employee discount program
- Employee Assistance Program (EAP)
- Flexible Spending Account
- Health Savings Account
About the Company
- We are growing and looking for our next team member.
- We live by a few simple values: take care of each other, create ecstatic customers, practice radical candor, move quick without hurrying, and keep innovating.