Customer Service Representative – Spanish/English Bilingual
Systems & Methods, Inc. (SMI)
DTC Customer Experience Representative
Hyer Boots
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Junior
About the role
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide clear information on products, orders, shipping status, and company policies.
- Support customers with order placements, tracking, cancellations, and returns, following established SOPs.
- Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution.
- Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values.
- Manage and record all customer tickets within the CX platform (Kustomer), maintaining visibility into open, pending, and resolved cases.
- Organize, prioritize, and escalate tickets according to urgency and category (e.g., returns, cancellations, warranty claims).
- Maintain a structured ticket pipeline to ensure timely resolution, accuracy, and team accountability.
Requirements
- 1–2 years of experience in Customer Experience or eCommerce support.
- Shopify experience required — ability to navigate orders, process returns, and issue refunds within the platform.
- Experience with CX ticketing systems (e.g., Kustomer, Zendesk, or Gorgias).
- Strong written and verbal communication skills; capable of handling high-volume customer communication with clarity and empathy.
- Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
- Familiarity with western apparel, boots, or lifestyle brands is a plus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experienceeCommerce supportShopifyCX ticketing systemsorder processingreturns managementrefund processingdocumentationSOPs
Soft skills
written communicationverbal communicationclarityempathydetail-orientedorganizedmulti-taskingproactive communication
