Customer Service Representative

Role Summary

We are seeking an experienced Customer Service Representative with skills in billing, shipping, refunds, and various other order-related processes for Dr. Berg Nutritionals products and services.

Our ideal candidate has a proven track record of successfully performing computer system tasks remotely, experience in providing high-quality customer service, and the ability to work through customer concerns empathetically.

In this role, you will be responsible for resolving concerns and escalating complaints or questions to the correct department. You’ll collaborate with other passionate customer service team members and help create a culture of satisfied customers!

Join our team and be a driving force behind our commitment to continuous improvement and creative solutions in the ever-evolving e-commerce landscape.

Job Duties & Responsibilities

Respond promptly to customer inquiries
Maintain a positive, empathetic, and professional attitude toward customers
Communicate with customers through our CRM software, by taking calls, responding to emails, and utilizing our text message system
Acknowledge and resolve customer complaints
Issue refunds or process reshipments when needed
Escalate customer questions to the appropriate department
Keep records of customer interactions, transactions, comments, and complaints
Communicate and coordinate with colleagues as necessary
Provide feedback on the efficiency of the customer service process
Ensure customer satisfaction and provide professional customer support over the phone and in written communication

Qualifications & Skills

Required

2+ years' experience with online customer support in a remote setting
Excellent customer service skills including a friendly speaking voice
Fluent in English (multiple languages are a plus!)
Excellent communication skills both written and verbal including strong spelling and grammar skills
Ability to stay calm and composed when customers may be stressed or upset
Ability to use multiple computer applications simultaneously
Proficient in various CRM software (ZenDesk, Gorgias, or similar)
Proficient in Microsoft Office tools (Excel, Outlook, Teams, Word, OneDrive, SharePoint)
High school diploma

Preferred

Experience with Shopify

Work from Home Requirements

Up-to-date Mac or Windows computer with anti-virus protection
Reliable high-speed internet connection
Quiet, distraction-free workspace
Tech-savvy and comfortable learning new tools and software