It is a Full-Time Remote Job for a Customer Support Specialist Role, via Lamps Plus. It is a Country-specific Remote Job for people living in the USA.
It is an entry-level remote job with only 1 year of experience needed.
Lamps Plus is a product-based company that sells home lighting, table lamps, furniture, and focuses on home decor.
They design table lamps, home lights, ceiling fan lights, furniture, and decor.
Job Description
This is a fully remote position; candidates must reside in Texas, Arizona, or Nevada.
Lamps Plus company is seeking an entry-level Remote Customer Support Specialist for their Marketplace Department.
Under the supervision of the Marketplace Manager – Email, the Remote Customer Support Specialist will serve as the primary point of contact for all inquiries and issues related to Internet Marketplace Customer Service via email, acting as a liaison to the Processing Department team.
What You’ll Do on the Job
- Manages incoming Lamps Plus and Marketplace Customer Service inquiries from various Marketplace and other channels via email, assisting customers with order changes, status updates, cancellations, and more, while prioritizing solving any customer issue on the first attempt.
- Address customer concerns with empathy, consistently presenting Lampsplus.com in a positive manner.
- Minimizes customer returns and ensures retention through effective negotiations, offering solutions that benefit both the company and appeal to the customer.
- Contacts customers by phone whenever possible to promptly resolve their inquiries and issues.
- Collaborates with Management on escalated customer and product issues, identifies trends that may impact customer satisfaction, and consistently communicates these trends to management in measurable terms, including employee errors on orders and product misrepresentation.
- Ensures proactive and consistent follow-up to all customer inquiries via phone or email. Responds promptly to every customer email upon receipt.
- Creates a comprehensive summary of the customer’s inquiry, actions taken, and expectations communicated for the respective order.
- Adheres to the standards set by the company QA program to deliver the highest quality of service, while demonstrating improvements as determined by the QA team and management.
- Steps in as the Customer Support Specialist for the Email team when necessary.
- Performs additional tasks as assigned.
Job Requirements for this Role
- At least 1 year of experience in a software support role.
- At least 1 year of experience in customer service, administrative work, or retail. Call center experience is an added advantage.
- Strong verbal and written communication skills in English, with the ability to convey details to customers in a professional and composed manner.
- Proficient in computer use, with the ability to navigate through various programs and windows.
- Strong typing and data entry skills.
- Capable of multitasking, such as talking on the phone while typing notes simultaneously.
- Skilled in problem-solving.
- Must maintain a low error rate as an email specialist.
- Must meet a minimum requirement of 80+ interactions per day.
- Must be available to work on Saturdays and Sundays. Regular attendance is required, following the schedule set by the supervisor.
Internet Connectivity Guidelines
- Must maintain a dedicated business class internet connection.
- Cable connection is required and must be high speed business class internet.
- If available, request a dynamic modem for cable.
- Speeds of at least 15 MBS down/5 MBS up are required.
- Cable modem or DSL router must be provided by carrier.
- Cable modem must be set up in bridge mode.
- DSL router firewall must be disabled.
- Wi-Fi, firewall, and ALG must be disabled from the dedicated business class internet connection.
Equipment
The Lamps Plus Computer Support team will supply you with the following hardware:
- Modem
- Wyse terminal (computer)
- Monitor
- Phone and headset
- Other miscellaneous equipment
