ECommerce Customer Service Representative
: Job Details :

** ECommerce Customer Service Representative**

**Job Category****:** Customer Service **Requisition Number****:** ECOMM001606 Showing 1 location **Job Details**

**Description**

The American Kennel Club is seeking a seasonal Ecommerce Customer Support Associate who will respond to customer support inquiries in a professional, courteous, and timely manner. The person in the role will utilize strong written and verbal communication skills to respond to customers efficiently and effectively across email/chat/social media and liaise between our customers, vendors, and eCommerce team. Importantly this person will be comfortable problem-solving, and they will be confident in their abilities to troubleshoot and investigate if they do not have enough information to resolve customer complaints. The person in this role must have strong computer literacy, be a motivated team player in a fast-paced environment and be eager to learn the operations side of an eCommerce business.

***This is approximately a 4-Month Temporary position.**

***Must be available to work on Black Friday, Christmas Eve and the day after Christmas.**

**Primary Job Duties**

* Answer ecommerce customer inquiries via email and chat, including but not limited to returns, missing package claims, processing orders, shipping information, etc. and follow up until inquiry is closed.

* Respond promptly to all customer inquiries in a friendly, patient and efficient manner using information from any previous email/chat interactions to deliver the best experience for our customers.

* Develop technical understanding of our commerce platform (Shopify) and our customer service management platform (Gorgias) to aid in quick resolution of customer issues.

* Communicate as directed and as needed with internal departments or 3rd party vendors to research disruption to order fulfillment or return process.

* Maintain and update FAQs and all communications related to online orders, fulfillment, payments, shipping and returns.

* Assist with e-commerce projects as needed.

**Required Skills, Specialized Knowledge and Competency Requirements**

* At least 1 year of office/administrative or ideally, customer service related work.

* Excellent written, verbal and interpersonal communication skills

* Ability to work under pressure while maintaining a positive attitude.

* Quick learner with the ability to absorb information on AKC mission, product information, and e-marketing/promotional programs.

* Proficient computer skills (MS Office Suite, Excel).

* Experience with Gorgias, Zendesk or similar customer service system a major PLUS

* Excellent organizational skills, attention to detail, accuracy and follow-through

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Required**

Strong written communication skills

**1-3 years:** Proficient Computer Skills (MS Office suite, Excel)

**Licenses & Certifications**