Resident

Customer Care Representative

Resident

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $37,000 - $40,500 per year

About the role

  • Serve as a primary point of contact for customer inquiries, including more complex or escalated issues, across phone, chat, SMS, and email channels.
  • Resolve customer concerns related to orders, shipping, and products by applying established policies and procedures.
  • Provide proactive outreach to customers regarding order status, shipping delays, backorders, or delivery exceptions, using clear and empathetic communication.
  • Escalate issues appropriately when needed to ensure timely and accurate resolution.
  • Monitor and track customer orders from purchase through delivery to ensure accuracy and timely fulfillment.
  • Partner with Operations and Logistics teams to help investigate fulfillment errors, carrier delays, or order discrepancies.
  • Identify recurring order or shipping issues and share observations with the broader team to support continuous improvement.
  • Assist in ensuring high-priority customer orders are addressed promptly and effectively.
  • Support ticket triage and prioritization to help meet service-level goals and response-time expectations.
  • Contribute to the development and maintenance of internal documentation, FAQs, and knowledge base resources.
  • Track customer communication trends and flag recurring issues or themes to Customer Experience leadership.
  • Collaborate cross-functionally when issues require coordination across teams.
  • Actively participate in team meetings, discussions, and knowledge-sharing sessions.
  • Contribute positively to team culture by collaborating with peers, sharing insights, and supporting collective goals.
  • Work independently on assigned responsibilities while remaining engaged, communicative, and responsive as part of a distributed team.
  • Share feedback and suggestions to help improve customer workflows, tools, and communication practices.

Requirements

  • 2+ years of experience in customer experience, customer support, customer operations, or a related role.
  • Strong problem-solving skills with the ability to follow established guidelines and determine appropriate next steps.
  • Experience with CRM and ticketing platforms; Zendesk preferred.
  • Familiarity with order management or fulfillment workflows in an eCommerce environment is strongly preferred.
  • Proficiency in Excel or Google Sheets, including filters, basic formulas, pivot tables, and simple data analysis.
  • Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different customer situations.
  • Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.
  • Experience with NetSuite or similar order-management systems is a plus.
  • Familiarity with Monday.com or similar work management platforms is helpful but not required.
  • Comfortable working in a fully remote environment with a dedicated and professional workspace.
  • Self-motivated, dependable, and able to structure your day while remaining accountable to team goals and schedules.
Benefits
  • Unlimited Vacation
  • Health, Dental, Vision, and Pet Insurance
  • 401(k)
  • 24/7 Employee Assistance Program
  • Paid Parental Leave
  • Generous Employee Discounts on products
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experiencecustomer supportcustomer operationsproblem-solvingdata analysisorder managementfulfillment workflowsExcelGoogle Sheetsticket triage
Soft Skills
communicationadaptabilitytime managementprioritizationindependenceteam collaborationempathyfeedback sharingself-motivationdependability