Customer Service RepresentativeZebit

CUSTOMER SERVICE SUPPORT REPRESENTATIVE
Title: Customer Service Representative
Reports to: Customer Service Manager
Company Overview
Zebit is a fast growing, eCommerce and financial services technology company located in San Diego, CA. The Company's mission is to reinvent how credit is provided to over 100 million U.S. consumers who either have no traditional credit score or are below the mainstream threshold to access cost-effective credit or emerging buy-now-pay later payment options. These "underserved" consumers make up the largest credit segment in the U.S. and have historically been relegated to a very limited and costly set of product financing options such as Rent-to-Own and Lease-to-Own or have been forced to take out Payday loans to buy what they need. These options can cost two to four hundred percent of a product's retail value, and end-up trapping consumers in a perpetual cycle of debt by charging them approximately $66 billion per year in interest, fees, and penalties when payments are missed. Zebit is the first company in the U.S. to offer everyday consumers a large selection goods across more than twenty-five product categories (such as electronics, appliances, home décor, furniture, and beauty) and store credit to pay for their purchases over six months.
We are seeking a hands-on and results-driven associate to join our Customer Service team. The optimal candidate has worked in an eCommerce company or has prior customer service experience.
Job Description: The Customer Service Representative will answer customer questions about registration, product, payment and order placement and will work to resolve any issues using a strong customer-centric approach. You will communicate with customers via phone, email and chat (limited). Your primary objective is to communicate efficiently and professionally to ensure customer satisfaction. You will also interact with other internal teams to create product or delivery claims and to transact account updates. The ability to learn different platforms quickly (such as Zendesk and Magento), to be effective in a fast-moving environment, to multi-task and maintain an attention to detail, to be efficient and to be adaptable is important in this role. You will be part of a team that will work together to deliver a stellar customer experience, building brand loyalty through a commitment to ensuring that every customer interaction is positive, professional and helpful
Essential Duties and Responsibilities:
Serves as technical and operational knowledge expert of all Zebit products and services
Answers customer inquiries relating to registration, pricing, orders, installment payments and calculations, returns, order adjustments, and/or product questions via phone, email and social media
Resolves customer contacts by investigating issues; developing solutions; making recommendations to management
Contributes to the ongoing improvement of the customer experience by leading and modeling quality service at every interaction
Identifies any trends that may provide policy or process improvements to support excellent customer service, quality improvement and contact reduction
Maintains high quality while ensuring one contact resolution
Builds loyalty to Zebit by ensuring their customer is well-satisfied, demonstrating creative problem-solving and customer advocacy
Balances the quality expectations of the role with the day-to-day work volume
Qualifications:
Minimum of two years of customer service-related experience
Experience inside an e-commerce contact center and/or retail environment strongly preferred Insurance or banking customer service experience is an additional nice-to-have
Ability to work independently with a high degree of accuracy - natural self-starter
Strong verbal and written communication skills - exceptionally friendly and conversational
Superior active listening skills; asking clarifying questions to be sure the correct message is understood
Excellent attention to detail, critical thinking, and creative problem-solving skills
Proven ability to maintain high quality calls
Demonstrated excellence in customer issue resolution across all contact channels (phone, email and social media)
Proficiency with multi-tasking, prioritizing, and managing time effectively
Basic technical and computer knowledge (Examples are: you know what an IP address is or what the difference is between iOS and Android)
Proficient in Microsoft Office programs, particularly Excel
Competencies:
Oral and written communications-communicates effectively across all departments and all levels of the organization
Problem solving-the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully
Trustworthy/creditable- quickly establishes credibility, trust, and support within all levels of organization; respects other people's opinions and suggestions; takes ownership of issues and is accountable
Process effectiveness- looks for ways to continually improve processes
Judgment- exhibits sound and accurate judgment
Attention to detail- demonstrates high level of accuracy and thoroughness
Proactive- identifies individual and company priorities while expressing willingness to present new ideas for efficiency and improving current processes
Ability to understand Zebit fulfillment processes
Supervisory Requirements: No direct reports.
Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit for long periods of time and expected to use a computer for extended periods of time. The employee is frequently required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. In the performance of the duties of this job the employee may be required to travel domestically and communicate using telephone and e-mail.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Schedule:
Able to work a schedule between 6:00AM to 6:00PM PST, weekends included. Hours of operation are subject to change based on business needs and peak season volume. Schedules can be adjusted to accommodate personal preferences within reason.
Flexibility to work additional hours and days when the business need arises.
This is a full-time position (San Diego preferred, but open to other locations for remote work)