Remote Marketplace Customer Experience Advocate

Job Description

As a condition of employment, employees must provide and maintain a High-Speed Internet connection that meets the Lamps Plus Internet Department requirements at all times to maintain employment. Employees who are unable to provide and maintain the required internet service that meets our specifications may be terminated from their employment at Lamps Plus.

We are seeking a Remote Customer Support Specialist- Marketplace to work from home. Under the supervision of the Marketplace Manager- Email, the Remote Customer Support Specialist- Marketplace acts as the primary point of contact for all inquiries and issues involving Internet Marketplace Customer Service via email, acting as a liaison to the Processing Department team. Our fully paid training program is conducted via webinar for approximately four to six weeks.

JOB DESCRIPTION

• Handles incoming Lamps Plus and Marketplace Customer Service related inquiries from various Marketplace and other channels via email, assisting customers with order changes, status updates, cancellations, etc., while focusing on solving any customer problem on the first attempt.
• Handles customer concerns with empathy and presents Lampsplus.com in a positive light at all times.
• Prevents customer returns and ensures customer retention by reasonable negotiations. Provides solutions that are beneficial to the company and attractive to the customer.
• Contacts customers via phone when possible to resolve customer inquiries and issues in a timely manner.
• Demonstrates self-confidence and a desire to go the extra mile to take care of the customer from A-Z in order to create a positive customer experience every time.
• Partners with Management on escalated customer and product issues. Identifying trends on issues that may affect customer satisfaction levels and consistently communicates them to management in measurable terms including employee errors on orders, product misrepresentation, etc.
• Provides pro-active, consistent follow-up to all customer inquiries, either via phone/email. Responds and replies to every customer email upon receipt.
• Documents a complete summary of the customers’ inquiry, actions taken, and expectations set forth on the respective order.
• Maintains standards set forth by the company QA program providing the highest quality of service while demonstrating improvements when necessary determined by QA team and management.
• Takes on the Customer Support Specialist role for the Email team as needed.
• Performs other duties as assigned.

JOB REQUIREMENTS

• Current member of the Email team.
• Minimum of 1 year of customer service, administrative, or retail background. Call center experience a plus.
• Excellent verbal and written communication skills in English. Must be able to articulate details to customers in a professional and calm manner.
• Computer literate – able to navigate through programs and windows.
• Excellent typing and data entry skills.
• Able to multi-task – i.e. talk on the phone and type notes at the same time.
• Effective problem solver.
• Must perform with a low error rate as an email specialist.
• Must be able to meet minimum required interactions of 80+ per day.
• Must be available to work Saturdays and Sundays. Regular job attendance is required in accordance with a regular schedule established for the position by the supervisor.

Internet Connectivity Guidelines

• Must maintain a dedicated business class internet connection.
• Cable connection is required and must be high-speed business class internet.
• If available, request a dynamic modem for cable.
• Speeds of at least 15 MBS down/5 MBS up are required.
• Cable modem or DSL router must be provided by the carrier.
• Cable modem must be set up in bridge mode.
• DSL router firewall must be disabled.
• Wi-Fi, firewall, and ALG must be disabled from the dedicated business class internet connection.

Equipment

• The Lamps Plus Computer Support team will supply you with the following hardware:
• Modem
• Wyse terminal (computer)
• Monitor
• Phone and headset
• Other miscellaneous equipment

Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.