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Customer Service Representative

Date: Jan 9, 2019

Location: Fairfax, VA, US, 22031

Company: EBSCO Industries Inc

At Stand Steady, we create an innovative and forward thinking culture that our employees love, and our products reflect this. As a manufacturer of innovative workspace product solutions that are sold to the commercial, educational, industrial and other end markets, we are constantly developing functional products that are value priced. Under our brand, we create workspace furniture solutions that nurture a healthy and collaborative work environment.

GENERAL PURPOSE:

 

The Customer Service person is our front line in communicating with customers and prospects. It is their job to ensure a positive interaction with every customer touch. They will manage the phones, email, chat, marketplace reviews, Twitter feed, respond to Facebook activity, and follow up on inbound leads.

 

ESSENTIAL DUTIES AND Responsibilities:

 

  • Answer customer calls, email, and chat (if applicable) via our Zendesk app and phone line
  • Troubleshoot and resolve customer issues
  • Work directly with the warehouse/s to address existing or potential customer issues, or process changes
  • Manage and improve our Customer Service processes and software
  • Follow up on inbound leads for bulk orders
  • Respond to online reviews on sites like Amazon.com via the respective marketplaces
  • Respond to social media comments, including but not limited to: twitter feeds and Facebook comments
  • Research and implement tech solutions to increase efficiency
  • Move, carry and setup 15-40 pound products for shipping, returns, photoshoots, and samples

 

 

OTHER DUTIES AND RESPONSIBILITIES:

 

  • Various data entry projects to support Operations and Marketing
  • Various Creative and Marketing projects, which may include updating marketplaces
  • Bring large trash to the outside bins
  • Submit tickets to outside partners like building management and Canon
  • Assemble samples

 

SKILLS AND ABILITIES REQUIRED:

 

  • Knowledge of the online shopping experience
  • Strong written and verbal English
  • Strong problem-solving abilities

 

EDUCATION AND EXPERIENCE REQUIRED:

 

  • Work History Requirements:
    • Customer service experience required
  • Education Requirements:
    • Bachelor’s degree

 

Computer equipment and level of software requirements:

 

  • Microsoft office -  intermediate
  • Online search – intermediate
  • Amazon Seller Central - beginner
  • Zendesk - beginner

 

OTHER Specific Knowledge, licenses, certifications REQUIRED:

 

  • None

 

 

SUPERVISORY RESPONSIBILITIES:

 

  • None

 

TRAINING REQUIREMENTS:

 

  • Relevant webinars and YouTube videos

.

PHYSICAL DEMANDS:

 

  • Ability to lift 40 lbs

 

PHYSICAL PROTECTIVE EQUIPMENT:

 

  • None

 

WORK ENVIRONMENT:

 

  • Usual office working conditions

EBSCO Industries, Inc.is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


Nearest Major Market: Washington DC

Job Segment: Customer Service Representative, Social Media, Warehouse, eCommerce, Customer Service, Marketing, Manufacturing, Sales

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