Customer Service Representative

Job Overview

We are seeking a full-time Customer Service Representative to join a mission-driven eyewear brand dedicated to serving first responders. This role is ideal for someone with excellent communication skills, a strong sense of ownership and a customer-first attitude. The CSR will handle inquiries via email, chat and phone, providing top-notch support while aligning with company SOPs and service expectations. The position offers long-term growth opportunities and the chance to make an impact in a company that values integrity and community.

Responsibilities

• Respond to customer inquiries through Gorgias via email and live chat with empathy, accuracy and professionalism
• Manage inbound phone calls once onboarded, delivering an American-style support experience
• Troubleshoot order issues, resolve complaints and exceed customer expectations through effective solutions
• Process order tracking, returns, modifications and warranty claims using Shopify and Gorgias
• Maintain detailed customer interaction records and strictly adhere to documented SOPs
• Identify trends in customer feedback and suggest process improvements

Job Qualifications and Skills Set

• At least 2 years of customer service or call center experience
• Excellent written and spoken English with a neutral American accent

Required: Hands-on experience using Gorgias

• Familiarity with Shopify
• Problem-solving mindset and ability to work independently
• Detail-oriented, organized, and tech-savvy
• Comfortable handling multi-channel support in a remote setup

Preferred but Not Required:

• Experience editing videos for social media (e.g., reels)
• Familiarity with managing Facebook or Instagram pages