Job Description
Title: Customer Service Representative – Lume Deodorant, Core Channel
Location: Remote
Lume is a 5-year-old fast growing ecommerce deodorant and personal care brand that’s transforming the way that humans do hygiene. We joined forces with Harry’s, another disruptive brand with great people and infrastructure, to accelerate our growth. We are a team of self-starters that roll up our sleeves and get it done. Our style is collaborative and very fast-paced so an adaptive personality is a must.
Required Qualifications
- 1+ year e-commerce customer service experience
- Advanced experience with Gorgias, Shopify, & ReCharge
- Advanced computer skills (Google Docs, Excel, PowerPoint)
- Outstanding communication, both verbal and written
- Ability to prioritize workload and meet deadlines in a fast-paced environment
- Ability to establish and maintain effective working relationships with team members from multiple teams/departments
- Ability to work a flexible schedule to include days,*nights & weekends + able to attend some video meetings that generally take place M-F within the company hours between 8am – 5pm central
*Weekend & evening shift availability is required
Preferred Qualifications
- Superior communicator through all customer service channels
- Highly responsive, engaged, and supportive of the team through email & slack
- Eager to learn, grow, and develop your professional skills
- You thrive on direct, honest, and supportive feedback
- Self Starter, proactive, ability to create or help write macros / recognize needs & share ideas if you notice a need, brainstorming with your manager on developing messaging & processes
- Ability to work independently based on scheduling due to the smaller nature of the channel
Primary Responsibilities
- Deliver a personalized and effortless experience via multiple channels while meeting quality and productivity goals
- Thrive in a fast-paced environment tackling a large array of issues while creating instant rapport with our customers
- Retain deep knowledge of Lume’s products and mission with the ability to communicate features & benefits (product education) and foster brand loyalty
- Deliver above-and-beyond customer service by assisting customers in navigating our website, subscriptions, placing orders, finding the right product/scent etc
- Notice trends and customer pain points and share those with the broader CS team to make sure we deliver the best experience possible
- Coordinate with Senior CSRs, Team Leads & CS Management to channel customer feedback to all areas of the business such as web development, marketing, design, and product teams
- Contribute to a dynamic and positive team culture
