Customer Service Rep

About Us:
SET creates athleisure for what's next. We exist to set the pace of culture through clothing that fits your life-designed for everyday movement, rooted in community, and made to be seen. Our mission is to bring ease and confidence to everyday movement through thoughtfully designed athleisure that transitions seamlessly from active moment to everything in between.

Position Summary:
SET Active is looking for a Customer Service Representative to join our team. This role will be responsible for providing top-tier support to our customers via email and social channels. The right candidate will be proactive, detail-oriented, and customer-focused, with strong problem-solving skills. This is an incredible opportunity for someone looking for a hands-on role where they can make a direct impact on customer satisfaction and brand loyalty. We are a start-up, so no job is too big or too small for any of our team.

Responsibilities:

• Respond to customer emails that come in through our Gorgias platform.


• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best
  solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.


• Give customers information about products or services and answer any questions about their reservations.


• Assist customers with returns, exchanges, website navigation, completing orders, and address adjustments.


• Provide detailed reports to your manager regarding trending customer issues and/or positive/negative feedback.


• Work in direct communication with the shipping facility/warehouse (RAMP) to make sure all issues are resolved in a timely manner.


• Utilize and familiarize all Shopify features and Gorgias features (email platform) to be able to best assist a customer's needs.


• Provide solutions to your manager for any potential issues that arise or may arise from product, drops, delays, or customer complaints.


• Manage customer complaints of fraudulent cancellations and be able to provide a solution.


• Respond to Instagram DMs in the "general" folder when flagged by the social team.


• Filter through Instagram DM requests and put the correct DMs in the "primary" vs. "general" folders when flagged by the social team.


• The representative is responsible for emailing customers that RAMP flags their orders as short as an item, and providing a solution that best suits the
  customer's needs.


• Responsible for emailing customers who return damaged items and informing them of our policies on these items.


• Representatives are responsible for reaching out to customers who give them a satisfaction score of 3 stars or less and asking them for feedback on how they could have better assisted them.


• Filter through reviews to find corresponding issues that customers bring forward via email and notify a manager with a detailed report.


• Assist customers with Tik Tok shop complaints.

Qualifications:

• 2+ years' experience in customer service.


• Strong understanding of customer service best practices and conflict resolution techniques.


• Proven ability to handle high-volume customer inquiries with professionalism and efficiency.


• Experience using customer support platforms like Gorgias and Shopify.


• Demonstrated history of problem-solving, multitasking, and providing proactive solutions.


• Exceptional communication skills, attention to detail, project management skills, and ability to meet tight timelines in a fast-paced environment.