E-commerce Customer Experience Representative, Tier I – Seasonal
Peak Support
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management.
- Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing.
- Resolve standard Tier I issues independently using SOPs and knowledge base resources.
- Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation.
- Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines.
- Prioritize accuracy and consistency over speed, especially during peak move-in periods.
- Coordinate with internal Operations teams as needed.
Requirements
- Strong emotional intelligence and resilience in high-volume, high-pressure environments.
- Ability to deliver firm, policy-based responses with professionalism and empathy.
- Excellent reading comprehension and attention to detail.
- Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems.
- Accurate data entry, documentation, and written communication skills.
- Typing proficiency and ability to multitask across multiple systems.
- Comfortable working in structured, SOP-driven environments.
- Reliable and able to adhere to schedules during peak demand periods.
Benefits
- Work-from-Home PLUS model
- Positive, encouraging culture
- Performance-driven environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data entrydocumentationticket managementissue resolutionmultitaskingreading comprehensionattention to detailSOP adherence
Soft Skills
emotional intelligenceresilienceprofessionalismempathycommunication skillsaccuracyconsistencyreliability