Customer Service Specialist

Job Description

About Optoro

Optoro is a fast-growing technology company that is revolutionizing the retail industry. Every year, more than 15% of retail goods are returned or simply never sell. This creates tons of unnecessary waste and costs retailers billions.

Our mission is to make retail more sustainable by eliminating all waste from returns. Our technology platform connects a seamless online returns experience with efficient supply chain processing and best in class reCommerce, so that retailers can improve outcomes across all points of the returns lifecycle.

Backed by some of the top investors in the country - including Kleiner Perkins, Revolution Growth, and UPS - Optoro is powered by its collaborative, unconventional, and resourceful employees who love solving big problems. We are looking for individuals with similar creativity and energy to help build a lasting company focused on the triple bottom line.

Job purpose

Optoro's Customer Care team is the voice of BULQ and our client liquidation channels. We create experiences that make our customers want to shop with us again (and again!). Customers who want to tell their friends all about our marketplaces are core to the continual growth of our business.

The Customer Care Specialist is primarily responsible for resolving customer issues escalated from or unable to be handled by our third-party provider (Simplr). Specialists will also use customer feedback to enhance our services and products to improve customer satisfaction. This position requires empathy, a positive attitude, problem-solving and analytical skills, and both people- and project-management skills.

Optimal candidates will have excellent communication skills, a friendly and empathetic tone, and will prioritize listening over telling. We are looking for demonstrated excellence in customer experience management.

Duties and responsibilities

• Infusing the customer into all company departments/activities. Using your experience, judgement, and critical reports to optimize processes and make recommendations for departmental improvement.
• Creating strong partnerships with all departments within Optoro.
• When needed, handling escalations from our vendor and complicated customer tickets via email, chat, and phone.
• Supporting multiple mission-critical projects required for the success of the Customer Care department. These projects will include and not be limited to the following:
• Responding to and reporting on customer feedback, cases, and claims via the Net Promoter Survey, eBay, TrustPilot, the Better Business Bureau, to mention some.
• Streamlining operations with the warehouses by reporting improvement opportunities based on feedback from customers, the Client Success team, and shipping providers. Conducting investigations when orders have any issues or involve a legal concern.
• Simplifying and improving the BULQ.com customer experience - including managing the order follow up and claims process.
• Developing customer-facing communication, rules (macros), and protocol suitable for usage across the department and by any outsourced vendors (ex: Simplr).
• Optimization of vendors and tools such as Simplr and Zendesk, with a focus on implementing self-service wherever possible.
• Other duties as assigned from time to time by your manager.

Qualifications

• One to two years in a customer-facing position.
• Strong written and verbal communication skills - you enjoy speaking in front of groups and crafting concise presentations.
• Ability to handle a high volume of customer contacts at an average rate of at least 10 contacts per hour.
• Demonstrated dedication to quality customer interactions. Keen attention to detail; ability to multitask, and work independently.
• High School Diploma or GED required; Bachelor's degree preferred.

Working conditions

• Must be able to work full-time (average of 40 hours per week) during reasonable business hours.

Physical requirements

• 90% of the day sitting at a desk
• 70% of the day conducting work at a computer
• 30% of the day working on phones and in meetings
• Must be able to type emails and chats at a rapid rate.
• Ability to listen and speak to customers.
• Must be located in Tennessee.

Optoro is an equal opportunity employer.