Customer Service Representative

Join The Aperture Team

Aperture Pet & Life is a leading manufacturer, online retailer, and distributor serving the pet industry with a focus on products and solutions that enrich lives through thriving ecosystems. Through trusted brands including AquaIllumination, Bulk Reef Supply, EcoTech Marine, Neptune Systems, and more, we engineer and manufacture innovative technology in the USA while providing the products, educational resources, and expert support that help aquarists through the saltwater aquatics industry's leading online retailer.

Our team is united by a passion for helping our customers succeed. We look for talented people who are curious, collaborative, and driven to make an impact. By bringing together diverse skills, perspectives, and a shared commitment to our customers, we foster a culture where innovation and continuous improvement drive meaningful results.

Position: Customer Service Representative

We are looking for an experienced Customer Service Representative to provide timely and accurate assistance to customers with a variety of needs relating to customer orders, accounts, marketing, sales and policies. This CSR's focus will be supporting all brands.

Responsibilities:

• Provide support for customers utilizing an in-bound and out-bound telephone system, email, live chat, walk-in and will-call
• Answer questions from customers on various aspects of their orders that include cancellations, returns, shipping issues, and various other needs.
• Provide at least basic product troubleshooting for our key brands
• Answer hobby knowledge questions is a plus
• Assist customers with processing their orders
• Support customers account questions in a timely manner.
• Respond to customer concerns by recommending the best course of action according to established department policies and procedures
• Participate in continuous education in the saltwater and freshwater aquarium industry to include time spent in product research and testing
• Participate in team development of quarterly and annual project-based goals and perform self-directed activities to support completion of goals

Requirements:

• High School diploma or equivalent plus a minimum of one-year telephone customer service, retail or other related experience
• Aquarium hobby and product knowledge is a must
• Previous experience with saltwater reef systems is a plus
• Demonstrated understanding of water elements and their function within the reef aquarium is a plus
• Demonstrated working knowledge of equipment utilized in the saltwater aquarium industry is a plus
• Ability to learn working and advanced knowledge of our brand products.
• Strong customer service orientation and commitment to company core values
• Organized, detail-oriented and able to concentrate on details with interruptions
• Thrive in a self-directed, motivated, entrepreneurial environment
• This is an in remote roll
• Shift is Approximately M-F 5:00 pm - 9:00 pm CST and a Saturday shift
• Preferred but not limited to someone located in the Pacific Time Zone.

Aperture is a growth company that looks for team members to grow with it. Aperture offers a diverse and inclusive culture with boundless opportunities for personal and professional development. Every Aperture employee shares one galvanizing mission: To enrich lives through thriving ecosystems.