Customer Support Manager

Job Description

Job Description

Tuner Cult is seeking a reliable, motivated, and enthusiastic individual to become part of our team as a Customer Support Representative for our online store.

The primary goal of the Customer Support Representative is to ensure that customers receive the best possible service and support, while also completing office support tasks. Customer Support Representatives act as ambassadors for the brand by embodying our personality and values in every interaction, ensuring a positive customer experience that reinforces the brand image.

The right person exudes a highly positive and professional attitude, prioritizes customer satisfaction, demonstrates seasoned problem-solving skills, possesses outstanding listening abilities, effectively communicates with upper management, and excels in demanding, high-pressure situations.

Job Duties and Responsibilities:

• Provide excellent customer service, must exude very helpful and energetic qualities
• Monitor and respond to customer emails on a daily basis
• Answer incoming calls regarding customer orders, product/shipping inquiries, and other general customer care support needs.
• Process customer returns/exchanges in accordance with store policies
• Ensure own knowledge of products and promotions are at a level that enhances service results to customers.
• Sort, process and distribute incoming mail and packages, as well as occasionally prepare outgoing mail and shipments.
• Keep the office environment tidy and organized, ensuring that common areas are well-maintained.
• Monitor the use of all office supplies, keeping track of inventory, ordering supplies on a regular basis, and ensuring the office has necessary materials for day-to-day operations.
• Troubleshoot basic office equipment issues when needed, such as computers, printers and phones
• Address and resolve routine office-related problems and escalate more complex issues as needed.
• Is reliable and dependable (consistently on-time and present).
• Specialized Skills and Abilities:
• Must be a self-starter: be proactive, take initiative, and have the ability to work independently with minimal supervision
• Excellent written and verbal communication skills while maintaining consistency in our brand's tone and approach with every customer interaction
• Excellent at problem solving skills and able to deconstruct issues carefully and take decisive action when needed
• Is calm under pressure, manages stress and conflict productively and appropriately. Defuses situations and avoids escalation.
• Open to feedback, communicates well and takes action as required.
• Ability to multitask and prioritize work
• Proven ability to maintain confidentiality and secure sensitive information
• Detail oriented, process-driven and must follow-through on all tasks and assignments
• Provides a positive personal example in attitude, behavior, work ethic, appearance in daily manner and representation of Tuner Cult.

Experience:

• Minimum 2 year Customer Service/Support experience for an online store.
• Previous phone and email experience with outbound customer order support.
• Experience with Shopify and various shipping programs helpful.
• Experience with creating and implementing new processes and procedures to improve office workflow and raise customer service standards a plus