Online Customer Experience Specialist

Seattle, Washington

What We Need

Our online department is growing fast, and to support that growth we’re looking for customer service support. This role is focused on making sure our customers have an amazing experience with us across our multiple online platforms. We are the front-facing experience for customers of CAPiTA Snowboards, Union Bindings, Coal Headwear, and C3 Shop. The ideal candidate has experience in consumer goods, is a great communicator, and thrives on managing projects in a fast-paced, small business environment. Above all else, we are seeking someone who is motivated to learn more about ecommerce, who will bring their superior work ethic and ambition to the table. If you have an excellent attitude, enjoy problem-solving, and want to gain experience in a nimble environment, we are looking for you.

What We Offer

We offer a competitive benefit and compensation package, including: medical, dental, 401K, paid vacation and holidays, generous product discount, and casual work environment with room for learning and growth. C3 owns and distributes three top brands in snowboarding and the outdoor industry. Because of our deep roots in action sports, we value independent thinking, being solutions-oriented, teamwork, and a healthy work-life balance. We are conveniently located in Ballard, with on-site parking and along major transportation lines.

Daily Work Load

30% Assisting customers live on chat & phone

30% Responding to customer emails/tickets

20% Resolving customer returns & other processing

10% Improving our overall webstore experience

10% Other duties as assigned

Key Responsibilities

  • Respond in real time to all chats and phone calls.
  • Respond to all support tickets within 24 hours.
  • Proactively anticipate customer’s needs and provide solutions.
  • Provide information on product line and demonstrate our commitment to customer service by following up on order requests and ensuring superior results.
  • Respond to a variety of consumer inquiries, resolve issues, answer questions and direct consumers to the appropriate resolution channel when needed, including coordinating with brands.
  • Advocate for awesome customer experiences while supporting sustainable business practices.
  • Innovate on our current processes by coming up with new solutions and processes. 

Experience & Skills Required

  • Excellent written and verbal communication skills.
  • Proficient in MS Office, Outlook, and Excel and web applications.
  • Ability to multitask and work in a fast-paced environment.
  • Ability to maintain effective working relationships with peers, accounts and superiors.
  • Team player, energetic friendly positive can do attitude.
  • Comfortable learning new processes & tools.

Preferred Experience

  • One year in direct to consumer/e-commerce customer service role, preferably in consumer goods.
  • Experience using Zendesk ticketing & chat or other comparable system.
  • Experience in Shopify or a similar web platform a plus.
  • Experience in Amazon Seller Central a plus.