Job description

Before applying, please make sure the commute works for you.

Current location: 22111 Hwy 71 #601, Spicewood, TX 78669

Moving to this location in a few months: 12501 Pauls Valley Rd, Austin, TX 78736

The Opportunity:

We have a vision to be the Amazon of chemicals and seek top talent to participate in our continued growth. Lab Alley is an e-commerce business and as the first point of contact for most of our clients, the customer experience starts with the Customer Care Champion. Be the best ambassador to our clients!

The Customer Care Champion works cross functionally to answer questions for clients via phone, email, chat, and purchasing support tickets. This is a fast-paced position that requires research capabilities to track down any issue with an order. The Customer Care Champion is NOT a sales position, but an aid to ensure our customers have answers to their questions.

Essential Responsibilities:

• Answer inbound calls, chats, emails and purchasing support tickets
• Follow-up with customers
• Process orders and payments
• Manage and update customer database
• Find resolution for customer issues
• Dive into other projects as needed including administrative tasks
• Outreach to vendors to get shipment updates for customers
• Quote and invoice generation
• Upload Safety Data Sheets (SDS), tech data sheets, and other content on our products so customers can access them through our website. This will also include product information maintenance
• Onboard new customers who need to submit new purchase orders. This includes submitting credit application, W9, and other data into our e-commerce system

Qualifications & Expertise:

• Strong technical ability to navigate quickly in various platforms including email, chat, and customer support tickets.
• Typing speed of 50wpm or higher to meet data entry needs
• Positive, helpful communication style that builds confidence with our client base
• Investigative skills to determine true issues that lead to resolution of customer matters
• Ability and desire to work efficiently in a fast-paced environment with great accuracy
• Be solutions oriented to help resolve customer issues
• Desire to gain product knowledge to support client needs
• Alignment with our company values

Nice to have, but not required:

• Bilingual English/Spanish
• Shopify experience
• Previous call center or fast paced customer service experience
• CRM experience such as Zoho, Salesforce, or similar
• Comfort level with Microsoft and/or Google suite such as email, Excel/Sheets, Word, document storage drives
• Science, Chemistry knowledge

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Will the commute to both addresses on the job description work for you?
• What makes you a great fit for this role based on what you have read?

Experience:

• Customer Service: 2 years (Required)

Work Location: In person

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