Customer Service Representative
YETI
Customer Care Lead
Conscious Discipline
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- The Customer Care Lead is responsible for providing exceptional service and support to customers and internal stakeholders via phone, email, Zendesk, and live chat. This role serves as the first point of contact for inquiries related to website navigation, order submissions, shipping, product information, and issue resolution. The Customer Care Lead will work collaboratively with cross-functional teams to ensure a seamless customer experience by accurately processing orders, returns, refunds, and exchanges while delivering timely and effective solutions.
- Key Responsibilities
- Customer Care Responsible for helping and problem solving with our customers and internal stakeholders via phone, email Zendesk or chat. Inquiries will range from website assistance, order submissions, questions and issues, shipping questions, product questions. Greet customers warmly and ascertain problem or reason for calling, emailing or chatting Assist with placement of orders, refunds, returns or exchanges Resolve customer complaints and concerns via phone, email or live chat Use telephones, email and chat to reach out to customers and verify account information Quote for, place or cancel orders Suggest solutions with product issues Work with department head to ensure proper customer service is being delivered Process quotes, returns and exchanges Manage inbound and outbound inquiries in a timely manner Identify customers’ needs, clarify information, research every issue, and provide solutions. Guide customers through troubleshooting, navigating the company website or using the products or services Assist in placing orders as needed. Assist in processing authorized refunds as needed Assist in shipping returns as needed Performs other related duties as assigned or requested
Requirements
- High school degree or equivalent
- Minimum 2 years of related work experience
- Proficient with Microsoft Outlook, Word and Excel
- Proven customer support experience or experience as a client service representative
- Strong phone contact handling skills and active listening
- Familiarity with Woo, Shipstation and Zendesk systems and practices, preferred
- Knowledge of Microsoft Office Suite including Outlook, Word and Excel
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportorder processingissue resolutionrefund processingreturns managementactive listeningwebsite navigationtroubleshooting
Soft skills
problem solvingcommunicationcollaborationcustomer servicewarm greeting
Certifications
high school degree or equivalent
