Senior Customer Support Representative (Remote)

SENIOR CUSTOMER SUPPORT REPRESENTATIVE

Position Overview: With Sharetown you will directly see the impact you make using your customer support skills. You will build relationships with and actively support a group of independent contractors (referred to as Sharetown Representatives or “Reps”) by following a proven method to help Reps be successful in their role of picking up and reselling gently used items through Sharetown’s unique recommerce model. Your day will be spent interacting with Reps via the Sharetown mobile application, text, email, and speaking on the phone to provide support. These support activities range from answering questions and providing advice to resolving issues and ensuring Reps are following Sharetown policies and procedures.

Responsibilities:

• Support and train Reps, ensuring Reps understand what activities and skills are required to be successful.
• Build relationships of mutual respect and trust with each Rep you manage.
• Effectively communicate expectations with each Rep and monitor their performance.
• Support the flow of inventory from Sharetown Brand Partner’s to Reps by understanding each Rep’s strengths, weaknesses, and understanding their geographic area.
• Hold Reps accountable to follow Sharetown policies and procedures. This includes monitoring key metrics and proactively reaching out to Reps to educate and support them.
• Document activities of Reps and utilize the appropriate “flags” to manage Rep Network geographic coverage.
• Communicate needs associated with geographic area coverage or other needs to the relevant cross-functional departments.
• Understand the pricing structure for products being sold and execute discounting or promotion initiatives to move slow-moving inventory.
• Actively manage inventory that resides in Sharetown’s and Rep’s storage, including relocation to and from Reps.
• Stay informed of Sharetown Rep management initiatives and be able to communicate and execute against those initiatives.
• Support Reps at the end of their time with Sharetown through respectful communication as part of the offboarding process.

A Successful Support Representative:

• Has built relationships of trust and mutual respect with each Rep.
• Ensures Reps are consistently picking up and selling products every few weeks.
• Ensures Reps are following Sharetown policies and procedures.
• Achieves high rates of Rep retention.

Qualifications:

• 1+ years of customer service or client service experience
• Microsoft Office and G-Suite proficiency
• Some college experience preferred
• Innovative and proactive problem solving
• Strong written and verbal communication skills
• Coaching and motivational abilities
• Organizational skills and attention to detail
• Comfortable enforcing policies and procedures