Customer Support Team Member

Early Start: 9am – 6 pm

thredUP is the premier online marketplace for buying and consigning used clothing.  We are rapidly scaling up our product offerings, and are seeking a fun and experienced Customer Service Representative with a passion for enhancing the customer's experience, resolving customer issues, and is not afraid to get their hands dirty!

Position Summary:

The Customer Service Representative maintains customer relationships by responding to inquiries, resolving customer related issues and documenting actions in a timely but through manner via email, phone, and live chat. 

Detailed Description

Customer Inquiries - Activities include receiving, processing and resolving customer inquiries and complaints.  Specifically:

  • Confer with customers by telephone or via email in order to provide information about products and services, or to obtain details of complaints.
  • Resolve customers' service or billing complaints by performing activities such investigating and/or adjusting bag payout, merchandise problems, fraudulent orders, or charge adjustments.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • Analyzes transactions, corrects records, and adjusts errors
  • Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
  • Work with other members of the team to meet individual and collective goals for high productivity, low customer dissatisfaction rate, low total ticket resolution time, and appropriate first response time..
  • Maintains update knowledge of various marketing/promotional strategies offered our customers
  • Perform other on-site duties as assigned

Communications - Activities include attending meetings, escalating issues and concerns, appropriate internal communications with peers, staff and departments.  Specifically:

  • Interact, in a professional manner, with Supervisors, thredUP management, merchandising and technical experts and peers.
  • Maintains a cooperative and constructive attitude.
  • Communicates appropriately regarding work issues, concerns, and when asking questions – individually, or in a group situation.
  • Gives timely and appropriate feedback for continuous improvement of processes.

Physical Demands:

Ability to lift/carry up to 30 lbs., push, pull wheeled clothing racks weighing up to 150 lbs., flexibly shift between multiple workstations, climb 5 steps, and actively use smart phone or or computer for continuous periods of up to 3 hours.  This role requires moderate physical activity such as the ability to stand, sit, bend down, and reach overhead.

Required Experience:

  • 3+ years communicating with customers via email, phone, or chat. Call center or call center-based customer service experience is a plus. 
  • Knowledge of product lines, pricing, delivery times and methods.
  • Experience with Zendesk CS software or equivalent CS software, proficient using Google Docs, Gmail, smartphone applications or similar experience

Required Skills:

  • Attention to detail, punctuality, and reliability.
  • Positive attitude!
  • Strong multi-tasker
  • Basic arithmetic skills.
  • Ability to work effectively as part of a team with demonstrated ability to articulate, escalate issues and ideas for improvement.
  • Strong English and grammar skills.
  • Pleasant telephone voice/manner with the ability to stay calm in difficult situations.
  • Ability navigate web/mobile applications sufficiently to perform the job.
  • Ability to compose professional correspondence.

Education:

  • Minimum Qualifications:  Bachelors Degree or equivalent experience.