Customer Support Specialist (Part-Time, Weekend)

Mountville Mills • Part-time • Remote (United States) • $18 - $20 / hour • 6h ago

Remote

Job Details

Description

Customer Support Specialist (Part-Time, Weekends)

Part of the long-standing Mountville family of brands, Matterly and WaterHog specialize in high-end, high-performance matting for the home. We are looking for a talented customer support professional to help us take our e-commerce business to the next level.

Summary

The Customer Support Specialist is responsible for ensuring customers have a positive experience with the Matterly and WaterHog brands via our websites, mymatterly.com and waterhog.com. Reporting to the Customer Experience Manager, the Customer Support Specialists’ responsibilities include but are not limited to:

Customer communication
Responding to customer inquiries (chats, email, calls) in a timely manner.
Proactively alerting customers to delays in production or shipping.
Managing the returns process; communicating with customers and the fulfillment team
Maintaining accurate records and documenting all customer experience activities and discussions.
Receiving and approving customer return requests.
Administration duties
Assisting with item setup in the ERP system
Order confirmations, which includes ensuring automation works correctly and working closely with the design team for personalized designs.
Monitoring order flow; stepping in to manually push orders when automations fail.
Assessing service statistics and sales statistics; preparing detailed reports.
Working with FedEx to trace packages and file claims when necessary.
Staying informed on the latest customer experience techniques, methods, trends, and expectations, and sharing those with the Matterly team so we can stay at the forefront of customer experience.

Schedule: This is a remote* part-time, weekend position

Saturday 10:00 AM – 7:00 PM (with one hour for lunch)
Sunday 10:00 AM – 7:00 PM (with one hour for lunch)

*This role is largely remote but may require the occasional shift in office (LaGrange) during typical business hours for collaboration with the residential team and proximity to the products and people that make Matterly and WaterHog successful. Please note that training would also take place in-person, in the LaGrange office during typical business hours as this role will be trained by the Customer Experience Manager who works weekdays, 8:00 AM – 7:00 PM. Training will be scheduled in advance, agreed upon by both parties, and paid at the full hourly rate.

Qualifications

This position requires a well-organized self-starter with a passion for online shopping and creating outstanding customer experiences online. The candidate must be a fast learner who can be trusted to manage priorities in a fast-paced environment, working proactively with minimal supervision.

2+ years of experience in a customer service or administrative role
Excellent communication skills, both written and verbal, and a customer-focused mindset
The ability to prioritize multiple projects, tasks, and deadlines with rigorous attention to detail
Computer proficiency with Microsoft Office (Word, Excel, and PowerPoint)
Sound understanding of and an interest in e-commerce
Experience with e-commerce platforms (like Shopify) is a plus, adaptability and willingness to learn how to effectively use the e-commerce platform is a must
Interest in direct-to-consumer brands and branding in general is a plus as this person will play a key role on the Matterly and WaterHog teams and there is opportunity for growth in both the customer service department as a manager and beyond!

Since this role is largely remote, it requires the candidate to have a quiet, distraction-free environment with a strong and reliable internet connection.

Compensation & Benefits

Competitive wage dependent upon experience/qualifications in the range of $19 to $20 per hour. All equipment is provided (laptop, dual monitors, keyboard, mouse, video camera, and headset). Please note that while video is not required for customer calls, it is required for internal calls.
Supportive team environment with opportunities for growth. While this role is currently part-time, there is an opportunity for it to grow into a full-time role with benefits as the business grows.