Responsibilities for the role: Handling tickets from start to finish utilizing various tools Expediting of other agent tickets and following up when necessary Providing excellent, empathetic, and effective customer service Can speak up and notify leads of any issues or questions Ability to handle upwards of 40+ tickets per day CSAT quality of 95% or higher Responding to tickets within 4-24 hours for initial and follow up responses Handling Chats/Phone Calls Good attendance Creating SOP's and building efficiencies within work flows Possible leading of internal projects Possible second shift opportunities Possible weekend shift (ie. Wednesday – Sunday) Requirements for the role: Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook 2 years+ of customer service experience - ecommerce experience a plus Ability to multitask A natural ability to de- escalate challenging requests/customers Ability to communicate well verbally and written Ability to speak and present in larger groups Strong attention to detail and organizational skills Strong ability to be proactive Exceptional time management Skills Remote work arrangement