Introduction to Lamps Plus and Our Mission
Lamps Plus is a leading online retailer dedicated to providing exceptional customer service and creating a positive shopping experience for our customers. We are seeking a highly motivated and customer-focused Remote Customer Support Specialist to join our Marketplace Department. As a Remote Customer Support Specialist, you will be the primary point of contact for our customers, handling inquiries and issues via email, and acting as a liaison to our Processing Department team. If you are passionate about delivering outstanding customer service and have a strong desire to work in a fast-paced and dynamic environment, we encourage you to apply for this exciting opportunity.
Job Summary
We are looking for an entry-level Remote Customer Support Specialist to work from home in Texas, Arizona, or Nevada. As a Remote Customer Support Specialist, you will be responsible for handling incoming customer inquiries and issues related to our Internet Marketplace Customer Service via email. You will be expected to provide solutions that are beneficial to the company and attractive to the customer, while ensuring customer retention and preventing returns. You will also be required to contact customers via phone when possible to resolve issues in a timely manner and demonstrate self-confidence and a desire to go the extra mile to take care of the customer.
Key Responsibilities
- Handle incoming customer inquiries and issues related to Lamps Plus and Marketplace Customer Service via email, assisting customers with order changes, status updates, cancellations, and other issues.
- Respond to customer concerns with empathy and present Lampsplus.com in a positive light at all times.
- Prevent customer returns and ensure customer retention by reasonable negotiations and providing solutions that are beneficial to the company and attractive to the customer.
- Contact customers via phone when possible to resolve customer inquiries and issues in a timely manner.
- Demonstrate self-confidence and a desire to go the extra mile to take care of the customer from A-Z, creating a positive customer experience every time.
- Partner with Management on escalated customer and product issues, identifying trends on issues that may affect customer satisfaction levels and consistently communicating them to management in measurable terms.
- Provide pro-active, consistent follow-up to all customer inquiries, either via phone or email, and respond and reply to every customer email upon receipt.
- Document a complete summary of the customer's inquiry, actions taken, and expectations set forth on the respective order.
- Maintain standards set forth by the company QA program, providing the highest quality of service while demonstrating improvements when necessary, as determined by the QA team and management.
- Takes on the Customer Support Specialist role for the Email team as needed and performs other duties as assigned.
Essential Qualifications
To be successful in this role, you will need to have:
- A minimum of 1 year of customer service, administrative, or retail background, with call center experience being a plus.
- Excellent verbal and written communication skills in English, with the ability to articulate details to customers in a professional and calm manner.
- Computer literacy, with the ability to navigate through programs and windows.
- Excellent typing and data entry skills, with the ability to multi-task, such as talking on the phone and typing notes at the same time.
- Effective problem-solving skills, with the ability to perform with a low error rate as an email specialist.
- The ability to meet minimum required interactions of 80+ per day and be available to work Saturdays and Sundays, with regular job attendance required in accordance with a regular schedule established for the position by the supervisor.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Previous experience working in a remote or home-based environment, with the ability to work independently and manage your time effectively.
- Experience working with customer relationship management (CRM) software or other customer service platforms.
- Knowledge of internet marketplace customer service principles and practices.
- Ability to speak multiple languages, with a focus on languages commonly spoken in the United States.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Customer Focus: The ability to provide exceptional customer service, with a focus on creating a positive customer experience every time.
- Communication Skills: Excellent verbal and written communication skills, with the ability to articulate details to customers in a professional and calm manner.
- Problem-Solving Skills: Effective problem-solving skills, with the ability to analyze issues and provide solutions that are beneficial to the company and attractive to the customer.
- Time Management Skills: The ability to manage your time effectively, with the ability to meet minimum required interactions of 80+ per day and be available to work Saturdays and Sundays.
- Technical Skills: Computer literacy, with the ability to navigate through programs and windows, and excellent typing and data entry skills.
Career Growth Opportunities and Learning Benefits
At Lamps Plus, we are committed to providing our employees with opportunities for career growth and development. As a Remote Customer Support Specialist, you will have the opportunity to develop your skills and knowledge in customer service, with the potential to move into more senior roles within the company. You will also have access to training and development programs, designed to help you achieve your career goals and advance within the company.
Work Environment and Company Culture
At Lamps Plus, we are proud of our company culture, which is built on a foundation of respect, integrity, and teamwork. We believe in creating a positive and supportive work environment, where our employees can thrive and grow. As a Remote Customer Support Specialist, you will be working from home, but you will still be part of a dynamic and fast-paced team, with regular communication and support from your colleagues and management.
Compensation, Perks, and Benefits
We offer a competitive salary package, commensurate with experience, as well as a range of perks and benefits, including:
- A comprehensive benefits package, including medical, dental, and vision insurance.
- A 401(k) retirement savings plan, with company match.
- Paid time off, including vacation days, sick leave, and holidays.
- Opportunities for career growth and development, with training and development programs.
- A dynamic and supportive work environment, with regular communication and support from your colleagues and management.
Conclusion
If you are passionate about delivering exceptional customer service and have a strong desire to work in a fast-paced and dynamic environment, we encourage you to apply for this exciting opportunity. As a Remote Customer Support Specialist, you will be part of a team that is dedicated to creating a positive and supportive work environment, with opportunities for career growth and development. Don't hesitate to apply today and take the first step towards an exciting and rewarding career with Lamps Plus.
How to Apply
To apply for this role, please submit your application, including your resume and a cover letter, outlining your experience and qualifications for the position. We look forward to hearing from you and exploring how you can contribute to our team.
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