Customer Service Representative (Phone)

Customer Service Representative – SHS
About Us:

At SHS, we are dedicated to delivering exceptional customer experiences. Our commitment is to keep our customers informed, satisfied, and confident about their orders. We pride ourselves on resolving issues quickly and efficiently so our sales team can focus on growing the business. As part of our team, you’ll help "put out fires" by addressing inquiries about order statuses, shipping delays, cancellations, and more.

Job Description:
We are seeking a proactive and empathetic Customer Service Representative to join our team. This full-time position is based from 9 AM to 5 PM PST, answering customer calls and managing order inquiries. You will serve as the first point of contact for customers with questions about their orders, transferring simple inquiries from our sales rep and handling follow-ups to ensure our customers are always informed.

Responsibilities:
- Answer inbound customer calls and respond to inquiries regarding order status, shipping, delays, and cancellations.
- Proactively call customers to update them on any shipping issues, delays, or cancellations.
- Work closely with our sales team to smoothly transfer and manage customer interactions.
- Maintain accurate records of all order updates using our systems.
- Collaborate with teaUpgrade to see actual infombers to improve customer service procedures and resolve customer issues effectively.
- Provide clear, friendly, and effective communication to ensure a positive customer experience.

Requirements:
- Excellent written and verbal communication skills in English.
- Proven experience in a customer service role or a related field.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Ability to work 9 AM to 5 PM PST consistently.
- Familiarity with order management systems is a plus; willingness to learn is essential.
- High level of professionalism and a customer-first attitude.

What We Offer:
- Competitive pay with opportunities for career growth and development.
- A supportive and collaborative remote work environment.
- Comprehensive training to get you up to speed with our processes and systems.
- The chance to be an integral part of a team dedicated to providing outstanding service and support.

Training & Onboarding:
- You will receive a thorough 3-5 day training period to understand our systems, customer service protocols, and order management processes.
- Training includes reviewing support documents, FAQs, and hands-on practice with real customer scenarios.
- Continuous on-the-job support and regular feedback sessions to help you excel in your role.

About the Role:
- Your primary focus will be on keeping our customers informed about the status of their orders, ensuring they receive timely updates about shipping, delays, or cancellations.
- You will act as the bridge between our customers and the operations team, ensuring that all communications are clear and effective.
- Your role is vital in maintaining the high standard of service that our customers expect from SHS.
- If you’re passionate about helping customers and have a knack for problem-solving in a fast-paced environment, we encourage you to apply and join our team at SHS!

To Apply:
Please submit your resume along with a short video answering the following questions with the subject line “VIDEO - SHS CS Rep”:

1. Do you have previous customer service experience, particularly handling order inquiries?
2. Can you describe a time when you had to resolve a difficult customer issue?
3. What strategies do you use to manage high call volumes and keep your communication clear?
4. How do you ensure that customers feel informed and valued during challenging situations?

We look forward to hearing from you and learning how you can contribute to delivering exceptional service at SHS!

APPLICATIONS WITHOUT VIDEOS AND SUBJECT LINE "Video - SHS CS Rep" WILL NOT BE CONSIDERED