eCommerce Customer Care Representative

Job Summary

With minimal guidance, receives and responds to all technical support email and call requests. Each incumbent may have an emphasis in one or more areas.

 

Primary Duties and Responsibilities

· Answers all in-coming technical support phone calls and emails for the Company.

· Provides technical support to customers. Including such information as PC and Mac requirements for all web on-line products and Hay House sites including movie streaming, & live online events.

· Documents technical support issues and communicating them as trouble tickets for analysis.

· Communicates to Customer Care any technical concerns and resolutions. Trains Customer Care Representatives on FAQ’s so they are knowledgeable.

· Assists in answering a high volume of emails (approximately 5,000/month) from a variety of sources.

· Coordinates with web marketing to conduct new product testing to anticipate and resolve potential issues.

· Helps customers access Hay House Radio through a variety of mediums—web cast, iPod, etc.

· Handles special projects with less defined scope as needed.




Skills, Knowledge & Abilities

· Excellent verbal and written communication skills. 

· Ability to read and listen carefully to customer inquiries, primarily over the phone and in email, and respond appropriately.

· Ability to anticipate and solve technical problems.

· Ability to manage multiple projects and priorities simultaneously.

· Demonstrates attention to detail.

· Technological proficiency for use of PC and Mac computer platforms and operating systems, Microsoft Excel, Word, databases and the internet.

· Ability to 10-key proficiently; typing skills of at least 50 wpm.

 

Education and/or Experience

· Prior experience typically achieved through one year in technical support.

· May require a bachelor’s degree.

 

Language, Mathematical and Reasoning Abilities

· Ability to write routine reports and correspondence. 

· Excellent verbal communication skills with ability to speak effectively with customers.

· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

· Ability to identify problems, research and accurately relay information.