Sleekform is a remote-first start-up company creating and selling ergonomic home office furniture. We were started in 2018 by our founder Liz Mercer with the sole focus of bringing traditionally expensive ergonomic furniture to a price point realistic for everyone. After years of working in uncomfortable coworking spaces and coffee shops as a digital nomad, when Liz returned to the US she wanted to create a comfortable work set up but could not find good products at a good price.  We are here to change that.  We are growing quickly and are aiming to become be the #1 resource for all your ergonomic needs. 

 

As our ​Customer Support Specialist, your focus will be on connecting with our customers through various channels and creating relationships with them.  Everything from emails to Instagram & Facebook Dm’s.  Prior customer service experience is required but can come in many forms. Hospitality, online customer support, food and beverage, administrative, etc. Working in the support field requires a positive and problem-solving attitude. Sleekform is a small team giving you the opportunity to grow and really put your personality and skillsets into a growing company.  

 

The Job:

• Answer incoming messages in a personable, accurate, timely, and human manner making each customer feel seen and heard. 
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs
• Ability to clearly articulate products and services
• Provide product consulting and education including product descriptions and availability
• Manage time to ensure all messages are answered within required timeframes and appropriate follow up is done in a timely manner
• Document all customer interactions appropriately
• Resolve customer issues in one email resolution and/or escalated process
• Set up new customers in information systems 
• Maintain a balance between company policy and client benefit in decision making

• Gather customer information in order to process replacement requests and returns
• Ensure accuracy of customer order information vs. customer/item information; resolve discrepancies internally or with customers
• Properly record and archive product issues for Suppliers so corrective action can be relayed to them expeditiously
• Detail-oriented; ensure that potential issues or problems are not overlooked
• Forward information requiring further research to the appropriate team member(s)
• Conduct customer maintenance activities
• Communicate problem situations with customers and negotiate alternatives
• Verify customer commitments are kept to provide on-time and full-service levels

 

Help Us Move The Needle.

• Continuously evaluate and identify opportunities to drive process improvements that positively impact our clients
• Working with other associates, troubleshoot and determine options for repetitive or ongoing problems
• Ability to create and optimize processes in order to handle the growing number of customer questions
• Correct systemic problems to prevent future customer deductions, chargebacks, or corrections
• Meets or exceeds minimum key job accountabilities established for the Customer Service Representative position.  

 

The Person.

• A solid history of company loyalty
• Strong decision making and analytical abilities 
• The professional maturity to work independently
• Ability to influence others to meet timelines and commitments 
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers
• Knack for research
• Work independently without face to face management interaction
• Ability to utilize and navigate multiple systems simultaneously
• Capacity for handling rude or stubborn customers
• Minimum 1-year customer service experience is desired
• Highly proficient with Excel
• Bachelor's degree or some college (preferred)
• Full-time 40 hours per week
• Remote position
• North American Time Zone required

 

Do you check these boxes? If you think you're the right candidate to be Sleekform’s Customer Support Specialist you can apply here