Customer Service Representative - DO - 032426 - FTCSR

Position: Customer Service Representative

Number of hours: 40 hours per week
Schedule: EST

Key Responsibilities

Technical Support & Troubleshooting

• Assist with LED/HID installation and setup

• Diagnose issues (flickering, error codes, CANBUS, etc.)

• Troubleshoot faulty/underperforming products

• Recommend needed accessories (decoders, resistors, harnesses)

Order Issue Resolution

• Handle warranty claims and replacements

• Resolve lost/stolen package issues

• Coordinate with warehouse/logistics for re-ships

Returns & Exchanges

• Approve/decline return or exchange requests

• Issue RMAs and guide return process

• Process exchanges and reduce unnecessary returns

Pre-Sale Product Guidance

• Help customers choose correct products for vehicles

• Recommend options based on needs and budget

• Upsell/cross-sell accessories

• Explain specs, compatibility, and installation

Fraud & Order Verification

• Review and verify flagged orders

• Check address/payment discrepancies

• Escalate confirmed fraud cases

Reporting & Process Improvement

• Report catalog/fitment errors and product issues

• Suggest service improvements

• Maintain accurate case notes

Qualifications

• Exceptional written and spoken English — neutral or North American accent preferred for phone support

• Strong technical aptitude — ability to quickly learn automotive lighting product lines and fitment logic

• Detail-oriented with strong problem-solving and critical thinking skills

• Calm, professional, and empathetic communication style under pressure

• Experience in e-commerce customer service (order management, returns, exchanges)

• Proficiency with helpdesk/ticketing tools (e.g., Zendesk, Gorgias, Freshdesk, or similar)

• Comfortable handling live chat, email, and inbound/outbound phone calls concurrently

• Self-directed and reliable — capable of working independently with minimal supervision

• Familiarity with Shopify or other e-commerce platforms is an asset.

Desirable Experience

• Background in automotive parts, electronics, or technical consumer products

• Experience with fitment-based product catalogs (e.g., ACES/PIES data, parts lookup tools)

• Experience processing warranty claims and working with logistics teams

• Knowledge of fraud detection and order verification best practices