Consumer Care Representative

Ruggable is looking for two full-time Consumer Care Representative to join our team! This individual will act as the voice of Ruggable, interacting with our North America customers primarily via phone, chat and email. The ideal candidate is someone with prior experience conducting phone calls in customer service, has a positive and upbeat attitude, and thrives in a fast-paced work environment with highly engaged teams.

What You’ll Do:

• Serve as the frontline voice of Ruggable to our consumers, delivering excellent consumer service primarily via phone, chat and email
• Provide timely and thorough resolution to consumer inquiries, including ones pertaining to returns, cancellations, exchanges, order status, product recommendations, etc.
• Act as a product expert, maintaining a well-rounded understanding of our website, features, stock lists and products
• Communicate with management to escalate problems and recommend resolutions to better our consumer experience
• Be a collaborative team player by supporting your teammates and sharing helpful tools or methodologies to enhance efficiency across the team

What You’ll Need to Have:

Required:

• Excellent written and verbal communication
• Passionate about helping others and finding solutions
• Ability to resolve inbound inquiries across channels with high empathy and customer engagement
• Ability to summarize and escalate issues quickly and concisely
• Profiency with spreadsheet applications (i.e., Google Sheets, Microsoft Excel)
• Must be a team player
• Must be a self starter and multi-tasker, while remaining responsible and detail-oriented

Preferred:

• Experience working in omnichannel CPG organizations
• Familiarity with ecommerce platforms (Shopify, Zendesk), best practices and industry at large