Job Description
Job DescriptionBenefits:
- Commission
- 401(k)
- Dental insurance
- Employee discounts
- Health insurance
- Paid time off
- Vision insurance
Overview:
The CSSA builds strong customer relationships across multiple channels (phone, email, Gorgias, YouTube, etc.) to deliver an exceptional experience with All Things Barbecue before, during, and after the sale.
Key Responsibilities:
Customer Support & Communication
Respond promptly and professionally to inquiries via phone, email, chat, and comments.
Provide fast and knowledgeable assistance to resolve product questions, order issues, returns, and site support.
Product Guidance & Sales
Act as the customer's "Assistant Buyer" by identifying needs and recommending the best products within their budget.
Educate customers on product features and benefits.
Sales Processing
Complete sales through Shopify and ERP, maintaining strong platform proficiency.
Understand and support the order fulfillment process.
Content & Platform Awareness
Stay informed about product and recipe videos released via the website, blog, email, and social media to better assist customers.
Monitor YouTube and Gorgias for engagement opportunities.
Returns & CRM Use
Process returns using Redo, determine return responsibility, and ensure clear communication.
Accurately document customer interactions in the CRM for cross-team visibility.
Outbound Engagement
Conduct follow-up calls during slow periods to reengage customers and assess their needs.
Team Collaboration
Maintain flexible availability to help cover support from 8am6pm, MondaySaturday.
Additional Duties
Perform other responsibilities as assigned.
Qualifications:
Strong listening, communication, and interpersonal skills
Proactive, dependable, and adaptable team player
Strong product knowledge and commitment to learning
Tech-savvy with accurate typing and multi-tasking abilities
Customer-focused with a high standard for excellence