About Us: At Dr. Killigan's, we believe in a safer, more holistic approach to pest management. By Killing Them Softly™, we prioritize well-being, ensuring a home environment that is not only pest-free but also free from harmful chemicals. Join us in our pursuit to redefine pest control, offering plant-powered solutions that empower individuals and families to reclaim their living spaces without compromising on safety or peace of mind. If you're passionate about making a positive impact on homes and the environment, Dr. Killigan's, Inc. welcomes you to be a part of our dedicated team.
Employee Job Title: Customer Experience Representative
Location: Remote
Hours: Part-Time, between 9 am - 4:30 pm PST. Weekend availability required
Reports to: Customer Experience Manager
Compensation: Non-Exempt
Job Description: The Customer Experience Representative is responsible for engaging in customer relations regarding our products and responding to questions and concerns via our support email and phone services. This position plays a pivotal role, acting as a regular point of contact with our customers, adding value by responding to our customer’s needs with empathy and solutions. This position also gives the company an understanding of our platform's health by receiving real-time user feedback. Customer Experience acts as a liaison to our customers, providing product and service information and resolving problems that our customer accounts might face with accuracy and efficiency.
Requirements:
- Serve customers by providing personalized advice for resolving their pest issues
- Attract potential customers by answering product and service questions and suggesting information about other products and services
- Maintain a positive, empathetic, and professional attitude toward customers
- Respond promptly to customer inquiries by email, chat, and phone
- Maintain a thorough knowledge of the entire catalog of DK products.
- Open customer accounts by recording account information
- Maintain customer records by updating account information in Shopify.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Collaborate with other departments and research to provide the customer with the best solution
- Prepare product or service reports by collecting and analyzing customer information
- Log and prepare customer review reports
- Check and respond daily to the following platforms:
- CRM system Gorgias to respond to appropriate tickets
- Shopify for our website storefront
- Amazon Seller Central Messages, incoming orders, and feedback
- Amazon.com for all product reviews and customer experience
- Walmart Seller Center messages and orders
- Walmart.com for all product reviews and customer experience
- ShipBob is our shipping partner for orders, replacements, and returns
- Communicate and respond to social media platforms Facebook, Instagram, YouTube, TikTok, and X
- Monday.com for department projects
- Slack for company communications
- Gmail for your business email
Qualifications:
- Experience of at least 2 years with a well-known customer service brand, or similar e-commerce customer support.
- Knowledge of entomology is a plus.
- Remote position: The work environment should have minimal distractions and be noise-free. Must have desk, chair, and high-speed cable internet.
Competencies:
- Proven problem solver with strong verbal and written communication skills.
- Committed to going above and beyond for customers.
- Attention to detail and documentation skills.
- Emotionally intelligent with a drive for connection.
- Knowledge of Macintosh computer system, Monday.com, and Google Suite.
- Excellent time management skills.
- Ability to remain calm in stressful situations.
- Ability to remain stationary in a sitting position for prolonged periods.
- Ability to work in front of a computer screen for several hours.
- Optional travel will be available for team retreats
Benefits:
After 90 days of part-time employment:
- 9 Paid holidays
- 5 days or 40 hours paid sick time
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.