Customer Service Rep.

Addison, TX

CUSTOMER CARE REPRESENTATIVE

DALLAS, TEXAS • Full-Time

THE ~POURRI CULTURE

At ~Pourri, we leave things (smelling) better than we found them. We do epic sh*t. We lighten our customer’s loads through products that eliminate anxiety. We only put good things into the world. We give a funk. We have each other’s backs and work as a badass team. We go with the flow and lean into our geniuses. We flush the status quo. We take the stigma out of uncomfortable conversations. We hold ourselves accountable and own our own sh*t.

THE ~POURRI PRODUCTS

In 2021, Poo~Pourri busted out of the bathroom as ~Pourri: purveyor of natural odor eliminators to make life, home, and body smell wayyy better. Our new and ever-expanding product portfolio furthers our mission to bring levity to a world weighed down by toxic odors, stigmas, and ingredients.

THE ~JOB

The position is responsible for handling Customer Service processes. Acting as a liaison between Customer and ~Pourri. Assists and resolve any customer queries via phone, email, and chat. Greet customers warmly and ascertain problem or reason for calling (such as with re-placement of orders, errors, billing, cancelations, refunds, or exchanges and other queries)

THE ~JOB FUNCTIONS

· Respond to inbound customer communication and inquiries via phone, emails, and online chat platform.

· Direct phone calls and emails to appropriate departments or individuals within company.

· Troubleshoot direct to consumer and business to business customer order issues utilizing Shopify, Netsuite, Route, and Mainchain.

· Submit new and replacement orders that come in through phone calls, chats, or emails.

· Handle small accounting issues for business-to-business customers, by accepting payment information or forwarding invoices.

· Issue credits or replacements for damages on business-to-business orders.

· Provide tracking information to customers inquiring on the whereabouts of their order.

· Assist in the management of direct-to-consumer automatic shipments of product, whether updating their delivery schedule or cancelling their automatic shipments.

· Process customer and damage returns, inspect product, and issue resolution for customer (refund or replacement order).

· Process delivery claims on behalf of customers via Route.

· Issue FedEx call tags for product returning to warehouse.

· Other special projects as assigned from time to time to support the company’s needs.

THE ~PREFERRED SKILLS

Basic experience in Microsoft Office suite (particularly Excel and Word)
Knowledge of:
Customer service principles and practices
Relevant computer applications
Social media platforms
Administrative procedures numeric, oral, and written language applications
Good leadership skills
Quick response time
Detail Oriented and Organized
Quick learner, Flexibility, Patience, Analytical and Multi-task
Able to work in a team environment and to able to see the big picture and find robust solutions
Adaptable to fast-changing demands—at Poo HQ the only constant is change
Customer focused (they’re the only reason any of us have a job, after all)

THE ~PREFERRED QUALIFICATIONS

• High school diploma, general education degree or equivalent.

• 1+ years of Customer Service experience

• Basic experience in NetSuite/ERP software

THE ~KEY PERFORMANCE INDICATORS ASSIGNED

• Average Response Time (chat)

· Total Abandonment for Calls

· Email Resolution

· Customer Satisfaction (from Chat)

· Customer Service Team KPI – Index (dept)

THE ~PERKS

· Creative, high-energy work environment—sitting still is hard for us

· Award-winning marketing and kickass products

· Employee discounts on products (you’ll never have to smell your poop again… like ever)

· Competitive pay and benefits

· Healthy snacks available for when your stomach starts rumblin’

· Bottomless lattes and sparkling water—if you aren’t obsessed with Topo Chico yet, you will be!

· Massage chair and relaxation room, for when you need a breather

· ...and of course, endless Poo jokes!