Customer Support Representative
ABOUT ONEHOPE
We started ONEHOPE with a mission to use the power of a bottle of wine to bring people together to serve and celebrate the world. We wanted to create a brand that stood for something great and we wanted to build a team that felt like a family. Today at ONEHOPE we create thoughtfully crafted wine and products that all produce a quantifiable social impact. We have spent 12 years building something very special and today we are looking for someone to join our growing team.
We are recruiting someone to join our Community Development team that is relentless at fulfilling our mission. At ONEHOPE, we come together to solve the world’s problems with a revolutionary product and community. If you thrive in an environment of do-gooders, innovators, and hard workers, come join us at ONEHOPE.
SUMMARY
The Customer Support and Care Teams report into the Executive Director of Community Development. This role is responsible for providing customer/Cause Entrepreneur (sales force) support for ONEHOPE via e-mail, phone and chat. Through product know-how and exceptional support, help our community navigate through timely technical resolutions, product features, and best practices.
KEY RESPONSIBILITIES
- Answer approximately 50-75 chats, 25-40 emails, and 20+ calls per day
- Resolve basic to complex support issues including investigating and performing root cause analysis, proposing and implementing solutions, all while upholding a high level of accuracy
- Monitor transportation of products from the fulfillment center to the final destination
- Back-up other Customer Support representatives and Care Team members
- Coordinate with warehouse personnel regarding returns, inventory, shipping deadlines, and more
- Cross-communicate with other departments (Technology, Marketing, Sales) to capture feedback on customer and consumer’s experience
- Perform the job in accordance with Company policies and procedures, and achieve Departmental weekly and quarterly standards
- Other duties as assigned
REQUIREMENTS
- 2-3 years of customer support experience dealing with complex issues, troubleshooting and problem resolution, preferably with an eCommerce company
- Experience with CRM is a plus
- A passion for ONEHOPE and a desire to share that enthusiasm with our customers
- Strong relationship building skills
- Ability to work independently and effectively
- Exceptional writing ability and masterful problem-solving skills
- Must be detail-oriented and have strong communication, organizational and analytical skills
- Customer-focused instincts with the ability to prioritize and escalate issues
- Basic software knowledge, strong Web and Mobile App navigational experience, and the ability to pick up new technology quickly
- Must be able to efficiently manage multiple projects and tasks at the same time
- Bachelor’s degree or equivalent combination of education and experience preferred
- Optimistic about the potential of societal change
- Must be available to work 40 hours per week and available to cover rotating night and weekend shifts as needed
WHAT DOES ONEHOPE OFFER?
- Motivated and talented co-workers who care about one another
- The opportunity to do meaningful work from the comfort of your home
- Medical benefits from day one
- 401(k) with company matching
- Paid vacation and holidays
- Pay Range: $18 - $21/hr (based on experience)
SOUND LIKE A GOOD FIT?
We’d love to talk to you! Please submit the following to apply:
- Resume
- Cover letter explaining:
- Why you want to work at ONEHOPE
- Why you are qualified for this position
*Must already be authorized to work in the United States on a full-time basis for any employer.