Job Description
Title: eCommerce Customer Service Representative, Social Channel
Location: US National
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.
BASIC FUNCTION: Responding to and triaging incoming customer service helpdesk tickets and/or social media comments & messages using relevant applications/systems (e.g. Gorgias, Agorapulse, Facebook, Instagram, Twitter, YouTube, TikTok) and applying appropriate customer service processes and procedures. Attending and actively participating in regular Customer Service Team meetings. Communicating daily with team members via Slack, email, etc.
CORE COMPETENCIES: Self-motivated, Clear Communicator, Solutions-oriented
PREFERRED QUALIFICATIONS:
- 1+ years of Customer Service experience
- Experience with Shopify
- Experience with 3rd party social media management platforms such as Agorapulse or Sprout Social
- Experience with eCommerce helpdesks such as Gorgias, Zendesk, or similar platforms
QUALIFICATIONS – EDUCATION, KNOWLEDGE, & TRAINING:
- High school diploma or equivalent (some college preferred)
- Superior verbal and written communication skills
- Active listening skills with the ability to communicate patience & empathy
- Strong problem-solving skills
- Detail-oriented and organized with a focus on quality and accuracy
- Proactive; strong sense of urgency and ability to multitask
ESSENTIAL FUNCTIONS:
- Understand the customer’s needs and execute the appropriate policies & procedures that best serve the company and the customer
- Maintain a positive attitude with a customer-service orientation
- Thrive in an environment with high-performance standards
- Identify problems and be driven to find solutions
- Work independently as well as in a team environment
- Retain deep knowledge of Lume’s products and mission with the ability to communicate features & benefits and foster brand loyalty
WORKING ENVIRONMENT REQUIREMENTS:
- Remote; must have access to a quiet location free from distractions for the entire scheduled shift
- A company laptop will be provided, however, you’ll need access to reliable internet for the entire scheduled shift and a smartphone
- Flexiblility in scheduling for some weekend & evening shifts as needed
- Ability to participate in video conferences
We can’t quantify all of the intangible things we think you’ll love about working at Harry’s, like the exciting challenges we tackle, the smart and humble team you’ll get to work with, and our supportive and inclusive culture. That said, our salaries are based on paying competitively for our size and industry, and are one part of our total rewards package, which also includes a comprehensive set of benefits and our equity program. The base salary for this position is $17/hr.