Email Support Specialist

Join our team as an Email Support Specialist
! Part time Opportunity! You will provide fast, high-quality email customer service to our web customers, Monday–Friday, focusing on one-email resolutions and quick turnaround.

• Looking for a positive, problem-solving person who is dependable, respectful, and eager to learn and grow within the company
• Someone who is self-motivated and committed to providing high quality customer satisfaction while collaborating as a team

• Resolve all types of email customer concerns and issues with the core focus of one-email resolution.
• Proactively seek solutions to difficult problems by identifying and working with appropriate personnel
• Actively utilize facilitative collaborative behaviors, identifying problems and seek solutions in the effort for continuous improvement.
• Achieve stated email production and quality standards
• Assist Marketplace customers with any concerns and issues. Stay up to date with any Marketplace process updates or improvements in regards to Customer Service and duties.
• If needed, working with customers via outbound calling to resolve Customer Service Issues.
• Assist in the completion of web based duties (e.g., Unprocessed orders, Pending web tasks)
• Actively contribute to customer review issue resolution (e.g., the Emplifi review site)
• If needed, receive cross training on returns, exchange and undeliverable processes.
• Work weekend hours when required or necessary to ensure superior email turnaround time and coverage for phone web support.
• Have a heightened knowledge of company’s products, policies and procedures
• Positively cross train and perform all other duties as requested by Team Leader

The above is intended to describe the general content of and requirements of the performance of this job. It is NOT to be construed as an exhaustive statement of essential functions, responsibilities, or requirements.

• Working knowledge of email (preferably Outlook) and website navigation skills a must
• Attention to detail and problem solving skills necessary
• Willingness to positively accept added/alternate responsibilities required
• Ability to work in a team environment

• Attendance is crucial to the success of our organization. Team members need to be dependable and work the shift they are scheduled.
• Be available to work mandatory extra hours as order volume requires.
• Quality and superior customer service are critical. Team members must be committed to working towards high customer satisfaction.
• Production standards/expectations are set for each area. Team members must complete the required training and meet or exceed production standards in a timely manner.
• Flexibility is essential in any of the jobs or areas within Customer Relations. Team members will be expected to move to different areas and work in different processes while maintaining production standards and upholding customer expectations.
• Honesty and integrity is expected from all team members at Silver Star Brands.