Customer Service Representative

About the Role

Our client is a U.S.-based company that sells decorative fountains and fire-and-water features for residential and commercial customers.

The Customer Support Representative provides remote support across email, chat, and phone, helping customers with routine questions, documenting needs accurately, and coordinating timely follow-up. This role focuses on delivering clear, consistent customer service, troubleshooting standard issues using approved resources, and learning product specifications well enough to guide customers and support order processing.

Key Responsibilities

• Respond professionally to customer inquiries through email, chat, and phone.
• Provide helpful support for routine customer questions and service needs.
• Troubleshoot routine issues using approved guidance and knowledge-base resources.
• Create and maintain accurate support tickets, customer records, and follow-up notes.
• Document customer needs clearly to support effective follow-up and issue resolution.
• Escalate unresolved issues when they fall outside approved guidance.
• Identify recurring customer problems and communicate them to the team.
• Coordinate timely follow-up to ensure customers receive clear and consistent assistance.

Requirements

• Previous customer support, customer service, or other client-facing experience.
• Clear English communication skills with patience, active listening, and practical problem-solving ability.
• Ability to manage a ticket queue accurately and follow through on customer requests.
• Ability to document issues clearly and escalate cases appropriately when needed.
• Consistency in handling multiple customer conversations while keeping customers informed.
• Ability to learn technical product specifications.
• Shopify experience, or the ability to learn order processing workflows in Shopify quickly if trained on the platform provided this does not conflict with preserved requirements?