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Customer Support Representative

Packlane Full-Time  United States 20 May 2022
Customer Support Representative Jobs

Job Description

Customer Support Representative

  • Remote Worldwide
  • Full-Time
  • Customer Support

At Packlane, we see Customer Service as an art form. Because excellent servicewhere details matter most, problems get solved (not deflected), and relationships are builtis magical. We know that we don’t stand a chance without the right person representing us on the front lines. Our customers come to us because they want the best for their business. And the best starts with you.

What you’ll do:

  • Show off your proficient, positive, and proactive personality in every communication with our customers.
  • Be a steadfast Know-It-All regarding ordering status, product info, technical issues, pricing, and more. And if you don’t know it all, you’ll know how to track it down.
  • Keep our customers’ accounts up to date, managing refunds or credits when necessary.
  • Interact with customers via our internal tools and our social media accounts.
  • Remember that part about solving (not deflecting) problems? Yeah, that.

Who You Are:

  • A total go-getter. You’re bored if you’re not rapid-task-switching and you think in parameters. Nothing is more satisfying for you than Inbox Zero.
  • Confident. You’re excited to be the face of Packlane to the other businesses who order with us. You’re into video chatting with your coworkers, hopping on a phone call with customers when email or chat isn’t a good fit, and you jump at the chance to collaborate with other teams at Packlane. You’re ready to share your personality, think critically, and problem-solve from start to finish.
  • Detail-obsessed. You love to discover anything overlooked and live to aggregate the complexities. You plan the tough solutions and find it rewarding to turn things around with worried customers.
  • Enthusiastic and patient. You look forward to being part of a fun, close-knit support team that leads the fun company culture at Packlane as beacons of diplomacy, friendliness, and responsiveness all the time, ever. When the work piles on, a communicator at heart, teamwork, and clarity keep you going.
  • Reliable. Accountable. Dependable. And all the other good -ables. You know what they are.

Required Technical Skills:

  • Print and design — You have experience with CMYK printing processes and Adobe Creative Suite (especially Illustrator!). Must have!
  • Project management systems like Trello and Jira (or similar)
  • Google Suite
  • Slack, including threading and emoji proficiency
  • Basic spreadsheets
  • Touch typing 65wpm or faster, with very few typos. Excellent grammar and consistent use of spell-check.
  • Comfortable with fast use and rapid tailoring of Saved Replies and macros
  • Self-directed fast learner. We try new systems frequently.

Nuts and Bolts:

  • Work from almost anywhere! This is a fully remote position.
  • Full-Time, Monday – Friday, 8 am- 5 pm CST.

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