Customer Service Representative – Inbound/Outbound (Remote)

VIPdesk Connect is a certified B-Corp, women-owned corporation, and Best Workplace winner committed to team member happiness. At VIPdesk Connect, we are passionate about delivering “more human” customer service. Our core values are central to how we do business. That’s why we have partnered with some of the world’s best iconic brands to provide an elevated customer experience. 

Our Customer Service Representatives are solution-oriented professionals and part of a diverse and engaged team dedicated to working with customers of a leading online apparel & accessories retailer. As part of this team, you provide an authentic customer experience via phone, email, and chat, and utilize a variety of software tools to navigate customer accounts, facilitate orders and returns, research and respond to product inquiries, and communicate recommendations and effective solutions. Your focus is always on providing best-in-class customer service. 

This is a remote, work-at-home position. 

• With the utmost professionalism, represent a well-respected, leading online tuxedo rental company with expertise, positivity, and a can-do attitude
• Respond to customer inquiries and requests through phone, chat, SMS, email, and social media, with a focus on phone communication.
• Answer questions about product information, order placement, order and delivery status, product returns, policies, as well as provide website navigation, troubleshooting assistance, and handling escalated issues
• Take ownership of issues and follow through to solve problems while exercising sound judgment, focusing on achieving resolutions
• Convey excitement, authenticity, and a deep appreciation for the mission and values of the brand

• Address questions about accounts, products, and services, as well as provide troubleshooting and website assistance.

• Share insights on emerging customer trends and recommend process improvements.
• Attend training and participate in cross-training opportunities to enhance skills and knowledge.
• Meet performance metrics such as customer satisfaction, average handle time, quality, and productivity.
• Demonstrate social responsibility through ethical practices, showing awareness and respect for others and their differences, and supporting initiatives to promote diversity and inclusion in the workplace.

• At least a year of customer service experience
• High school diploma or GED
• Proficiency with Microsoft Office suite of applications; must be technically savvy
• Able to type at least 35 words per minute
• Effective communication skills, both written and verbal
• Desire to learn and grow in a team environment with the ability to respond positively to change, embracing challenges
• Home-office environment, internet connection, USB headset, router, modem, webcam, and a computer system that meets VIPdesk Connect remote office policies and maintenance requirements.
• Able to provide a work-at-home environment that is ergonomically sound, conducive to taking customer calls, quiet, and free from distraction
• Able to successfully pass credit, criminal, and employment reference security checks where permissible by state and local regulations
• While this is a work-from-home opportunity, you must currently reside in one of these states:  AR, AZ, FL, GA, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI

• Experience in a fast-paced call center environment
• Experience working with a customer service ticketing system (e.g., Zendesk, Talkdesk, SalesForce) desired
• Previous remote work experience

Who We Are      

At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer’s love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It’s why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.     

VIPdesk Connect is an Equal Employment Opportunity and Affirmative Action Employer committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. Our individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our team members invest in their work represent a significant part of not only our culture but our reputation and the company’s achievement. We embrace and maintain a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.     

VIPdesk Connect, Inc. is proud to be an equal opportunity employer, M/F/D/V