Weekend Customer Experience Representative

Summary

Join Archive's mission to revolutionize consumer shopping behavior by promoting sustainability. As a leading technology platform for branded resale, we partner with 50+ global brands to create a delightful user experience for buying and selling used products. We are seeking a highly motivated individual to join our growing team and contribute to the booming secondhand market. This role focuses on assisting customers with buying and selling used products on Archive sites, troubleshooting issues, and collaborating with internal teams to resolve customer-related problems. The ideal candidate possesses strong customer service skills, problem-solving abilities, and experience working with customers. This part-time, remote position requires weekend availability and offers competitive hourly pay and a comprehensive benefits package.

Requirements

• Strong customer service skills, case ownership, positive attitude, excellent problem-solving, communication, and organizational skills
• Prior experience working with customers
• Basic knowledge of e-commerce retail
• Ability to communicate effectively with non-technical staff and customers
• Knowledge of all Microsoft Office Suites
• Ability to work remotely with little supervision while still completing daily tasks
• Customer-focused – what we do revolves around the customer!
• Ability to think critically, troubleshoot, and solve complex problems in a fast-paced, changing environment
• Ability to work weekends is required. At least 6 hours on Saturday and Sunday

Responsibilities

• Focus on helping our customers achieve success with the buying and selling of used products on Archive sites
• Respond quickly to customer-submitted email requests
• Troubleshoot and guide customers through any questions or concerns
• Partner with internal teams to solve larger customer-related issues
• Keeps current with product knowledge
• Documents problems and resolutions and escalate appropriately
• Follows up with customers to ensure that issues have been addressed successfully

Preferred Qualifications

• Prior experience with Zendesk
• Customer-facing experience desired (retail, hospitality, online support, etc.)

Benefits

• Employee and dependent healthcare
• 401(k) enrollment
• Remote work