Electrical.com Hiring for Customer Service – Electrical Products at Remote Full Time

Electrical.com is a leading online retailer of electrical equipment, and we are looking for an experienced customer service rep who knows how to deliver on an incredible customer experience. New to electrical? That’s ok. Industry experience is preferred, but we are more interested in your personality and customer service experience.
Our business handles thousands of orders every month, and you will play a critical role in routing inbound calls, answering customer questions, processing returns, and related aspects of the order experience.
This position is open for remote work, with some preference given to candidates in the Denver metro area that could work from our Wheat Ridge location.

Your team’s mission, and how you’ll help
Our Customers. Most customers find us when they have an urgent need. Whether it’s a manufacturing plant that’s down, or a large contractor that needs something for their job site, we sell the electrical parts to get our customers up and running quickly. Some of our customers’ most urgent needs come when an out-of-production part fails. Lucky for them, we have the largest stock of new and out-of-production parts in the world, and a massive network of inventory partners. Most customers find us through our website, but at some point they interact with our sales and service teams. We want that interaction to be not just exceptional, but best-in-class, so that they will come back for more.

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The State of Things. *This is where you come in. Until now, customer inquiries have been managed by our sales and order fulfillment teams. Due to explosive growth over the last year, we’re splitting out customer service into a dedicated position, and it couldn’t be more timely! There is a lot of communication flowing between teams everyday, and you will be at the hub of making sure issues are resolved and messages get to the right people.
Your team members are excited for you to join, because it’s hard for them to bounce between phone calls, product sourcing, and resolving order issues. Your position on our team will improve customer experience and team efficiency at the same time! Your direct supervisor will be our fulfillment manager, who is an industry veteran and customer fanatic! You’ll get to know her more during the interview process.

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The Flow. *Your day-to-day focus will be on routing calls, answering customer questions, resolving concerns, and ensuring that orders flow smoothly and customers are delighted. Some customers will want to know whether their package has shipped, or when it will arrive. Others will want to know how to configure a part. You will do your best to answer questions, but if you don’t know where to go with something, you’ll be sure to get the customer an answer from one of your colleagues. You will help provide shipping labels and other information for returns, and even help collect payment information when a credit card fails.
We’ll train you on our current processes, and we will anxiously listen to your recommendations for improvements. Many things are going right, and many could go better. It will be crucial that your personality lends to improving upon things, because that’s what will be needed. Your problem-solving skills and prior experience will be invaluable in building upon what we have. Don’t worry, we’ll be here with you, and it will be fun.
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Who you are…
You are a true customer fanatic. You have a knack for wording things well, focusing on solutions, and building trust. It’s why you do what you do-it makes you happy to solve problems and brighten someone’s day.
You don’t mind answering the same questions several times a day, because each customer is unique. You know that efficiency is important, but you strike the beautiful balance between having a personal touch and getting the job done. You’re really good at switching between tasks. You’re fine with answering a call, or two, … or maybe three while you’re in the middle of resolving an email inquiry. Yeah, that can be overwhelming for many people, but know how to take it in stride and pick up where you left off after you resolve that phone call that just came in.
You know what performance metrics are and why they exist. You welcome feedback from your manager and love opportunities to improve and be your best. You love to function as part of a team.

Live Anywhere in the United States
You can live in any US state or timezone. We use VOIP / internet based calling, so you will need a reliable internet connection and a dedicated workspace free of distracting background noise when you’re on the phone. We’ll provide your computer equipment.
Above all, we’re interested in finding the right person for this position. However, training and coordination will be a bit easier if you happen to live in the Denver metro area, so please mention if that’s the case for you.

What you’ll be doing…

• Apply your experience to ensure that all post-sale interactions delight our customers.
• Respond to a high volume of customer inquiries via phone and email.
• Route inbound calls to the correct team or person.
• Interact with Fulfillment, Warehouse, Accounting, and other departments to fully investigate and resolve customer questions and complaints.
• As needed, assist with all aspects of the customer journey including order routing, product sourcing, billing, and returns.
• Learn details about the products and part numbers that the company sells so that you can more effectively answer customer questions without routing to the sales team.
• Identify opportunities for improvement and provide ongoing recommendations to your team manager.

What you’ll need to succeed…

• An absolute desire to deliver an amazing customer experience, and the ability to give insightful recommendations to help us consistently improve.
• 4 yrs+ customer service experience.
• History of strong performance in previous roles.
• Openness to receiving coaching and adapting your approach.
• Eagerness to try new things and be the best you can be.
• Organized, strong time management skills, and a self-starting personality.

• Strong ability to self-manage and work remotely.

Bonus points if…

• You have a good sense of humor.
• You have experience in the electrical industry (especially if you know part numbers and product lines).
• You live in the Denver Metro area and would be interested in working from our Wheat Ridge location. We love remote work, but there would be some advantages to the office that we can discuss.
• You have experience with Hubspot or Salesforce.

Schedule

• Approx. 8 am – 5 pm Mountain Time.

• You can live in any US state or timezone. Some schedule flexibility is available, with preference for an early start.

Compensation

• $17-21 / hr DOE; higher comp available for industry experience
• Advancement opportunities available

Benefits

• Starting at 10 days of paid vacation + 8 paid holidays + sick time
• Health / Dental / Vision plans available
• 401(k) with matching available

How to Apply
Attach your resume to your application.
Include a brief cover letter introducing yourself. Explain why this position is of interest to you, and why you would be a great fit. No need to be too formal. Short and sweet is great (please keep to less than one page).
P.S. If you’re not interested in or available for this position, but know someone who is, we would really appreciate it if you passed this along!

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Job Type: Full-time

Pay: $17.00 – $21.00 per hour