USA
Customer Service
19 - 23 usd / hour
Full time
Fully Remote
About the company
Based throughout Southern California, Retrospec is committed to a no-barrier, inclusive entry to nature and honest conversation about the industry. Over the 16 years, Retrospec has grown exponentially to serve consumers of all ages, ignite their passion for fresh air, and fuel their love of nature through all seasons. Everything we create is designed and tested in beautiful California to ensure it’s ready for your next journey. Choosing the road less traveled is rarely easy, but always worth it.
Customer Support Representative
We’re seeking an experienced and empathetic Customer Support Representative to join our growing team. This role will focus on delivering top-tier customer care across multiple channels (phone, email, social media), while also assisting with our B2B dealer support initiatives. You'll play a key part in managing inquiries, resolving issues, and strengthening the relationships that power our business. If you thrive in fast-paced environments, love helping people, and enjoy collaborating across teams, we’d love to hear from you.
Job Responsibilities:
- Receive, research, and respond to customer and dealer requests via phone, email, and social media with empathy, efficiency, and professionalism.
- Troubleshoot customer and dealer issues related to orders, products, warranties, returns/exchanges, account access, and more.
- Process returns and exchanges with attention to accuracy and customer satisfaction.
- Reply to customer inquiries on social media platforms, monitor reviews, and escalate trends or concerns.
- Collaborate with sales reps and senior management to ensure the timely resolution of B2B support issues and deliver a seamless experience to authorized dealers.
- Manage dealer relationships and offer support for phone orders, technical assistance, warranty claims, and account issues.
- Monitor B2B service metrics (response time, resolution time, customer satisfaction) and flag recurring issues or inefficiencies to management.
- Communicate customer and dealer feedback clearly and constructively across departments.
- Ensure warranty and replacement parts are processed and shipped accurately, working closely with the warranty and warehouse teams.
- Utilize Gorgias to manage customer conversations, create automations, and streamline workflows.
- Develop a strong understanding of our brand voice, product lines, and customer service protocols to deliver high-quality support.
- Assist with other tasks or projects assigned by your manager as needed.
Requirements:
- Prior ecommerce customer service experience
- 2–3 years of ecommerce customer service experience; B2B experience highly preferred.
- Strong written and verbal communication skills, with a friendly and professional demeanor.
- Experience using customer service platforms such as Gorgias or Zendesk is a plus.
- Demonstrated ability to manage a high volume of tickets and calls efficiently.
- Exceptional organizational, multitasking, and time management skills.
- Strong computer literacy and ability to adapt quickly to new tools and processes.
- Attention to detail and a problem-solving mindset.
- high school diploma or equivalent required.
- Experience with warranty processes and managing dealer accounts is a bonus.
- Copywriting or social media communication experience is a plus.
Competitive compensation packages
- Comprehensive medical, dental, and vision insurance options.
- 401(k) retirement plan
- Generous paid vacation and sick leave.
- Exclusive employee discounts on Retrospec products.
- Vibrant, collaborative company culture.
- Strong focus on work-life balance.
- Clear pathways for professional development and career advancement.
- Performance-based bonus opportunities.
- Participation in company-sponsored social events, including team dinners, holiday celebrations, and more!
