Customer Support Representative

  • Dallas, TX
  • Full-time

Job Description

Let’s face it: sometimes when people write customer service, they aren’t the most rational or pleasant.  Mediocre needs resilient, diplomatic, patient, thick-skinned people who maintain perspective and a sense of humor to address, resolve, and/or defuse customer comments, questions, and complaints.

We need people who can hunt down where there are issues, keep track of when they’re happening, and help narrow in on the causes and solutions. A good customer support representative can solve customer issues. A great one can help prevent them from happening in the first place.

Qualifications

Required:

  • 2+ years experience in customer service, preferably in internet retail / ecommerce·     Excellent writing skills
  • Excellent computer / internet skills

Recommended:

  • Experience with spreadsheets, especially Google Docs
  • Familiarity with Salesforce and Desk
  • Excellent computer / internet skills

Bonus:

  • Able to take night and weekend shifts (after initial in-office training)

Success looks like:·

     


  • Comprehending and empathizing with customer comments, concerns, and complaints;
  • Composing email responses that are grammatically correct, clear, concise, and reflective of Mediocre’s community tone and style;
  • Responding when appropriate with warmth, wit, and humor as a real person instead of a corporate drone;
  • Following Mediocre’s policies when deciding on solutions for customers;
  • Collaborating with other departments (warehouse operations, merchandising, sourcing, etc) to communicate issues and coordinate responses;
  • Working efficiently and quickly to maintain productivity and reasonable response times;
  • Tracking customer issues to help report on patterns and trends, and tagging cases for metric tracking and future report building

Additional Information

All your information will be kept confidential according to EEO guidelines.