Tier I E-commerce Customer Experience Representative, Seasonal

Peak Support

Customer Experience Representative providing omnichannel support for client inquiries and logistics coordination. Working in a high-volume environment with emphasis on empathy and accuracy in responses.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Exceptional service to our clients
Positive, encouraging, and performance-driven culture

ATS Keywords

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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 intelligenceresilienceprofessionalismempathycommunicationaccuracyconsistencyreliability