E-Commerce Customer Service

Job Description Job Description Come join the Modway family!
We’re a team of passionate individuals with a unique company culture and dynamic work environment. We aspire to bring joy to the modern home with furnishings for every room in the house.
Modway is seeking an E-Commerce Call Center /Outlet Representative with a passion for ensuring that customers’ needs are satisfied through effective communication and support. This key position will serve in a dual role as a Customer Experience Representative and a Back Up for the Outlet Representative.
Essential Duties & Responsibilities:
Customer Service Duties - 85%
· Resolves customer inquiries via phone, email, chat, and portals.
· Follows the Customer Experience procedures and compliance requirements while demonstrating efficient workplace productivity and time management skills.
· Provide appropriate solutions and alternatives within the SLAs; follow up to ensure resolution
· Keep records of customer interactions, process customer accounts, and file documents the CRM database.
· Maintain a high standard of written communication: clear, accurate, empathetic, and action- oriented.
Customer Service Outlet Duties 15%
· Available to fill in for the Outlet Representative as needed.
· Follow all warehouse safety requirements such as wearing proper PPE (reflective vests, closed-toed shoes, etc.)
· Prepare the facility for daily operations by removing closure signage and setting up the customer sign-in sheet at the front entrance.
· Greeting and assisting walk-in customers, ensuring a welcoming and organized experience.
· Process customer orders accurately and efficiently.
· Ensure all social media messages receive a response.
Schedule Monday -Thursday 9:00 a.m. to 6:00 p.m. Friday 9:00 a.m. to 3:00 p.m.
One Sunday each Month from 10:00 a.m. to 4:00 p.m.
Experience & Competencies:
Must have a minimum of 3 years’ current Customer Call Center ienvironment resolving customers concerns
Must have 1-year current work experience using a CRM software
Ability to learn and adapt to new processes quickly
Strong work ethics and eager to learn
Team player and work well with others at all levels of the organization
Maintains positive attitude when facing change in a fast-paced environment
Strong problem-solving skills and the ability to think analytically
Excellent communication skills, both written and verbal
Modway offers competitive market compensation, paid lunch, federal and company holidays (12 to 15 holidays a year) benefits including medical, dental, vision, flexible spending account, AFLAC, 401K, employee discount, and PTO.
Modway is an equal opportunity employer and will not discriminate against any applicant for employment by race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Company Description Modway supplies the furniture and design trade with over 10,000 SKUs stored in our strategically located east and west coast warehouses totaling more than 1 million sq ft of dedicated space. Company Description Modway supplies the furniture and design trade with over 10,000 SKUs stored in our strategically located east and west coast warehouses totaling more than 1 million sq ft of dedicated space.