Customer Service Representative (CSR)

Job Description

Are you passionate about helping other people? You’ve come to the right place!

ARK Therapeutic is a small family company in Columbia, SC that makes sensory tools for individuals who have special needs.

We’re looking for an energetic individual to join our team and handle all incoming customer service inquiries.

THINGS YOU'LL DO :

Have you ever ordered from a company online? Did you need to contact them before or after you placed an order? The person who helped you - that’s you here! You’ll be responsible for answering the phone, answering email tickets, monitoring live chat, and responding to comments / messages on social media.

You'll prioritize requests as they come in and go above and beyond to help resolve any issue.

• Work one-on-one with customers via multiple channels (phone, email, live chat, Facebook, and Instagram).
• Process phone orders and mail-in orders.
• Assist customers in any potential stage of the order process they may need help with from choosing the right products to placing / editing / expediting an order to returns, warranties, and delivery issues.
• Troubleshoot issues reported by customers and offer solutions.
• Keep an eye out for valuable customer insights and share them with the rest of the team.
• Master the products, learning all of their features and functions and when to recommend each one.
• Light office support - greet visitors, make sure the reception area is tidy and well stocked, run errands, mail catalogs, write thank you cards, etc.
• Special projects as assigned.

Requirements

ABOUT YOU :

• You’re passionate about support. You’re able to empathize with people in a genuine way that lets them know you care.
• You understand that everyone has a bad day and gets frustrated sometimes, including customers. You don’t take this personally or let it get under your skin.

You see it as an opportunity to fix a problem for someone and help make their day.

• You like solving problms and coming up with creative solutions.
• You have strong writing skills and are a stickler for details.
• You value good old-fashioned work ethic. You take initiative and ownership to see things through to completion. If it needs doing, you do it.
• Customer service sometimes throws us curveballs! Surprises don’t faze you. You like the challenge and can be flexible.
• You’re an excellent communicator and multitasker.
• You’re reliable, self-sufficient, and comfortable working independently to get things done. You work with a sense of urgency and know how to hustle.
• Your eager to learn and are always looking for ways to make improvements.

OTHER DETAILS :

Customer service experience is a plus, but not required as long as you have the attitude and skill set to provide great customer service.

This is an on-site position in a relatively quiet and casual yet professional office setting. Most of your interactions with customers will be over the phone and via email.

We believe giving the best support to our customers is important. For that reason, we’re looking for someone who is willing to commit at least two years to this position.

Benefits

Competitive pay based on experience, plus benefits (Paid holidays, PTO, 75% Employer-Covered Health Insurance, $10k Free Life Insurance, 401k, certain benefits only apply for full-time).

Work hours are Monday through Friday 8 : 30-5 : 00 with a 30 minute lunch break.