We are Pact.

At Pact, we design authentic apparel and home goods rooted in our desire to live a modern, organic lifestyle. Our goal is to democratize organic cotton by providing quality products at accessible prices -- bringing the purest ingredients direct from the farm to people's closets.

This matters because textiles are the 2nd most toxic, polluting industry on earth. We want people to have alternative, healthier options for themselves and the planet without sacrificing style, comfort or expense. Our big dream? One day, organic will be an entirely unnecessary adjective.

Founded in 2009, Pact is known in the apparel industry as a leader in making super soft, high-quality, organic, fair trade clothing. All Pact apparel is sweatshop-free, ethically-produced, and part of a movement transforming the way apparel is made. Pact’s vision is to connect clothing buyers to makers by building traceable supply chains, empowered by people, that will change the everyday apparel category

Learn more at https://wearpact.com/about.

Overview

Pact is hiring an online Customer Service Representative (CSR). This position is responsible for empathetically caring for our customers’ needs in both spoken and written word. The CSR will offer day-to-day support by way of phone calls, email cases, and live chats in all matters pertaining to Pact products, policies, and procedures. The CSR has experience working in online customer service and can easily use related concepts, practices and procedures within the eCommerce service field. Primary job functions require exercising independent judgment and facilitating a seamless and amazing experience for Pact customers. The ideal candidate should be a fast learner, responsible, organized, well-spoken, and self-motivated.

Responsibilities

1. Conducts customer service communications via calls, chats, and emails.
2. Resolve product or service problems by clarifying the customer’s needs, expediting corrective action, and following up to ensure resolution.
3. Formulates customer solutions by relying on Pact policies and professional judgement.
4. Use multiple systems to research, resolve and track customer interactions and solutions.
5. Be optimistic and contribute to the positive experience of our customers
6. Confers with management, supervisors and other employees to gain knowledge of work situations to better understand policies, procedures, regulations, business initiatives and technologies.

About You

• Effective verbal, written, and interpersonal communication skills
• Extreme customer focus and ability to resolve issues while creating an outstanding customer experience
• Communicates efficiently & effectively, working collaboratively in an open environment with product and operations teams and cross-functional partners.
• Strong organizational skills and high attention to detail and accuracy
• Willingness to be flexible to changing demands and respond to feedback
• A passion for empowering customers to make tomorrow better than today.
• Ability to adapt and work in a fast-paced, structured environment
• Minimum of 2 years of previous experience working in an Ecommerce Customer Service role
• Proactive thinking, initiative, and composure in a fast-paced environment
• Entrepreneurial sensibility, collaborative and flexible working style
• Understanding of basic computer skills, G-Suite proficiency, ability to learn new systems.
• Familiarity with organic and Fair-Trade standards preferred

Other Responsibilities

Recommend potential products to customers as they contact us to place an order. Deep dive customer issues as related to the information that is located in their online and NetSuite accounts. Manage large amounts of incoming volume related to phone calls, live chat, and email cases. Identify and assess customers’ needs to achieve satisfaction. Help to generate online sales. Build sustainable relationships of trust through open and interactive communication. Meet personal/team production, satisfaction, and wait time targets. Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure proper resolution.

Position Type/Expected Hours of Work

This is a full-time position. Customer Service operations are Monday through Friday, 8:00 a.m. to 4 p.m. Peak season hours are subject to change and will require some weekend work.

Good-Faith Compensation Estimate

A good-faith estimate of compensation for this role is $18 per hour over a 40 hour work week. Pact also offers company-sponsored medical, dental and vision insurance to all employees.