Customer Service Representative

Position Overview: Revgear is a looking for a full time Customer Service Representative. As a Customer Service Representative at Revgear, you will play a vital role in ensuring exceptional customer experiences and satisfaction. You will serve as the primary point of contact for our valued customers, assisting them with inquiries, orders, and providing expert guidance on our product offerings. This role requires a passion for fitness, exceptional communication skills, and a dedication to delivering unparalleled service.

Responsibilities:

1. Customer Support: Respond promptly and professionally to customer inquiries via phone, email, and live chat, providing accurate information, troubleshooting product issues, and resolving concerns in a timely manner.
2. Order Management: Process orders efficiently, ensuring accuracy in product selection, pricing, and shipping details. Monitor order status, track shipments, and proactively address any delays or issues to ensure timely delivery.
3. Product Knowledge: Develop a deep understanding of Revgear's product catalog, including specifications, features, and benefits. Assist customers in selecting the right products to meet their needs, offering personalized recommendations and guidance.
4. Problem Resolution: Handle customer complaints and escalations with empathy and professionalism, striving to exceed expectations and restore customer confidence in Revgear's brand.
5. Sales Support: Collaborate with the sales team to provide pre-sales support, answer product-related questions, and assist with order processing to facilitate smooth transactions.
6. Feedback Collection: Actively gather customer feedback and insights to identify areas for improvement in products, services, and processes. Share feedback with the relevant teams to drive continuous enhancement of the customer experience.
7. Documentation: Maintain accurate records of customer interactions, transactions, and inquiries in the company's CRM system. Generate reports and analyze data to identify trends, patterns, and opportunities for optimization.
8. Cross-functional Collaboration: Liaise with various departments, including sales, marketing, and operations, to address customer needs and contribute to the overall success of the business.

Qualifications:

• Previous experience in customer service, preferably in a retail or e-commerce environment.
• Strong communication skills, both verbal and written, with a friendly and professional demeanor.
• Passion for martial arts (Muay Thai, BJJ, MMA, or Krav Maga) with a solid understanding of related products and terminology is a plus.
• Excellent problem-solving abilities with a customer-centric approach to conflict resolution.
• Proficiency in computer applications, including MS Word, MS Excel and prior experience with customer relationship management software.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• High school diploma or equivalent; additional education or training in customer service is a plus.
• Experience with Photoshop a plus but not required
• Experience with Google Docs a plus but not required