Location: Remote: California Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required. 100% Company-Paid Medical and Dental Benefits Free Fiber Internet Service Comp: $24-$28.50 USD per hour Who We Are: We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose. Position Impact: The E-Commerce Specialist plays a critical role in driving online sales performance and improving the digital customer journey through proactive customer engagement, order recovery, and website optimization. This role is focused on converting abandoned cart leads into completed purchases, directly contributing to revenue growth and enhancing the overall customer experience. A strong communicator with a customer-focused and sales-oriented mindset, the E-Commerce Specialist engages customers via phone, SMS, and email to address questions, overcome objections, and guide them through successful order completion. This position also manages incomplete or failed transactions, ensuring all orders are accurate, fully completed, and properly documented. Working cross-functionally with sales, marketing, customer support, and development teams, the E-Commerce Specialist supports e-commerce campaigns, troubleshoots checkout issues, and contributes to ongoing website quality assurance efforts. The role requires curiosity about customer behavior and a willingness to learn and apply sales systems and processes to improve outcomes. Success in this position is measured by the ability to recover lost sales opportunities, improve conversion rates, maintain high data accuracy, and support continuous improvement in e-commerce functionality and overall customer experience.

Requirements

Qualifications and Experience:

• Eligibility for US Employment without sponsorship
• Minimum of 18 years of age
• A valid driver's license, subject to successful verification through a DMV check, is mandatory
• High School Diploma or GED or equivalent combination of education and experience is required
• Associate degree (A.A.) or equivalent education in a related field of study is preferred
• 0-2 years of experience in a call center, e-commerce, or online order fulfillment environment required
• Basic understanding of sales processes, online ordering, telecommunications, website navigation, and customer purchase journeys required
• Strong attention to detail with the ability to maintain accuracy across systems and sales campaign updates required
• Familiarity with customer service principles and handling customer inquiries or issues preferred
• Experience with Salesforce, HubSpot or similar CRM/order management systems preferred
• Proficiency in Genesys for data tracking and reporting preferred
• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
• Bilingual communication skills are considered a plus, particularly when serving diverse communities

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications
• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities: Abandoned Cart Recovery

• Monitor and work all abandoned e-commerce carts daily through outbound calls, SMS, and email outreach
• Contact customers who began an order but did not complete checkout to answer questions, resolve objections, and guide them to completion
• Assist customers in completing the order process in real time and scheduling installation
• Track and update the status of each abandoned cart within the CRM to ensure no opportunities are missed

Broken/Incomplete Order Resolution

• Identify and review failed or broken orders in the e-commerce system (payment failures, system errors, incomplete submissions, etc.)
• Contact customers