Customer Service Representative

## About the Role As a Customer Service Representative at 1840 & Company, you will be the frontline ambassador for the company, responsible for providing exceptional service to customers across multiple channels. Your day-to-day activities will involve handling customer inquiries, resolving issues, and ensuring customer satisfaction. You will be part of a dynamic team that values empathy, professionalism, and effective communication. The role requires working in a shifting and rotating schedule, including possible work on weekends, aligned with the EST time zone.

The customer service landscape is evolving, with customers expecting seamless, omnichannel experiences. In this role, you will play a crucial part in shaping and delivering these experiences, leveraging your problem-solving skills and attention to detail to ensure positive outcomes for customers.

1840 & Company operates in a global context, providing business process outsourcing and remote talent solutions. As a Customer Service Representative, you will be integral to the company's mission of empowering growth for forward-thinking businesses and fostering an environment where exceptional individuals can achieve optimal work-life balance.

## What You Will Do - Assist customers with basic product questions, order processes, shipping details, and website guidance via voice support.

• Provide updates on existing orders, assist with creating customer accounts, and help place standard orders.
• Handle escalated customer concerns and ensure satisfactory resolutions.
• Manage communication via voicemail, e-fax, email, Bazaar reports, and social media escalations, responding promptly and professionally.
• Ensure accurate documentation of interactions and resolutions.
• Assist in managing Reseller Accounts by setting up new accounts in M3.
• Support UPS Claims by researching lost packages, initiating traces, and assisting with claims processing.
• Identify new potential customers to expand brand presence through internet research, outbound calls, and email outreach.
• Conduct outbound lead generation activities to generate new leads.

• At least 1+ year of contact center and/or customer service experience, including handling escalated cases and upselling.
• Excellent verbal & written communication skills with a professional and empathetic demeanor.
• Strong attention to detail, critical thinking, and problem-solving skills.
• Typing speed of 20+ WPM.
• Ability to work independently and manage time effectively.
• Reliable and punctual, with a strong work ethic.

• Knowledge of sales principles and practices.
• Previous experience in a remote work setting.
• Basic understanding of marketing principles.

• Opportunities for career advancement within the company.
• Hands-on training and professional development programs.
• Dynamic and supportive work environment.
• Flexible scheduling to accommodate different time zones and personal needs.
• Access to a global network of professionals and resources.
• Potential for performance-based bonuses and incentives.

- Develop your Excel skills: Proficiency in Excel is a key requirement for this role, so make sure you practice and can demonstrate your skills.

• Highlight your communication skills: In your application and during interviews, emphasize your ability to communicate effectively and empathetically with customers.
• Be prepared to work in a fast-paced environment: This role involves handling multiple customer inquiries simultaneously, so be sure you can manage your time and prioritize tasks efficiently.
• Show your ability to learn and adapt: 1840 & Company values continuous learning and adaptability, so be prepared to provide examples of how you have learned new skills or adapted to new situations in your previous roles.
• Understand the company culture: Research 1840 & Company's mission, values, and work culture to demonstrate your fit for the role and the company.
• Prepare examples of problem-solving: Come prepared with specific examples of times when you had to solve a customer's problem, and walk the interviewer through your thought process and the steps you took to resolve the issue.