Balanced Health Botanicals Hiring for E-Commerce Client Account Concierge at Remote Full Time

E-Commerce Client Account Concierge

This position is scheduled Sunday through Thursday.

You MUST include a cover letter to be considered for this position.

POSITION SUMMARY

As an E-Commerce Client Account Concierge, you will be responsible for navigating multiple E-commerce platforms in order to coordinate client accounts. A firm understanding of our company, products, and policies will allow you to resolve customer concerns, contribute innovative ideas to your team and foster meaningful client relationships.

Your attentiveness to detail, ability to work independently and informed decision-making will contribute to an efficient and personalized customer experience. A strong foundation of product knowledge and ongoing education effort contributes to your success as a trusted, reputable member of our team.

In order for your application to be reviewed, please include a cover letter that includes the following:

What makes you the best fit for this position as an E-Commerce Client Account Concierge?

Which do you prefer more: tasks oriented around creativity or process-driven tasks? Expand.

In order of importance to you, please provide the top three most important factors in a job.

Are you available to work Sunday through Thursday?

An E-Commerce Client Account Concierge is:

• Fostering trust in order to create and maintain meaningful relationships with CBDistillery clients
• Efficiently solving issues that may arise during the customer experience with creative solutions
• Able to make informed recommendations based on product knowledge
• Understanding of our brand voice and able to communicate with customers accordingly
• Able to independently prioritize daily responsibilities and periodically change direction to accommodate emerging company concerns
• Understanding of current company initiatives and possesses the ability to clearly express them to customers
• Capable of identifying and appropriately escalating emerging concerns such as site outages, feedback trends and internal platform concerns
• Acting as a direct liaison between the customer service team and all other internal departments
• Executing analytical, independent and mindful decision making
• Able to evaluate scenarios in terms of the “big picture” while working with many moving parts
• Can improve the customer experience through critical thinking and innovation

CORE RESPONSIBILITIES

• Answer inbound calls/conduct outbound calls
• Conduct client consultations
• Place orders on behalf of clients via phone call
• Customer de-escalation
• Inbound and outbound email correspondence
• Internal client profile management
• Utilization of macros
• Subscription account management and problem resolution
• Site navigation and functionality assistance for our clients
• General tech resolution
• Returned package processing
• Correspondence with other departments such as Marketing and Fulfillment in order to complete overlapping responsibilities
• Inventory tracking and navigation of out-of-stock scenarios
• Money Back Guarantee policy consultations + data entry
• Processing website reviews based on industry regulations
• Payment processor responsibilities
• QA documentation
• Data entry
• Insightful contributions and engagement in meetings
• Use of Standard Operating Procedures
• Ability to understand, locate and utilize internal team resources
• Use of Microsoft Teams and Outlook
• End-of-day reporting to direct manager
• Processing customer refunds
• Generating new orders
• Tracking packages within UPS and USPS
• Updating customer payment methods
• Loyalty Program management

JOB QUALIFICATIONS IN ADDITION TO THE ROLE AS OUTLINED ABOVE:

• High School diploma/GED required (associate degree in a business-related field preferred)
• Ability to meet required goals and quotas
• Exceptional written, verbal, and interpersonal skills
• Punctual, reliable and dependable individual
• Excel and basic computer literacy
• Previous experience working in an office environment

Platforms:

• BigCommerce
• Zendesk
• Outlook
• YOTPO/Swell Rewards
• OrderGroove
• ShipStation
• CyberSource

Job Type: Full-time

Pay: $45,000.00 – $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Every weekend

Work setting:

• Remote

Work Location: Remote