Hi, we’re Pact (nice to meet ya!). We started our company in 2009 with one goal: to become Earth’s Favorite™ Clothing Company. Everything at Pact is made with Organic Cotton, and we partner with Fair Trade Factories to support both people and the planet. The result? Comfortable everyday wear for everyone, plus some super cozy bed and bath products. To learn more, visit wearpact.com/about.

THIS ROLE IS DENVER/BOULDER-BASED ONLY

Pact is hiring an online Customer Service Representative (CSR). This position is responsible for empathetically caring for our customers’ needs in both the spoken and written word. The CSR will offer day-to-day support through 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. Confers with management, supervisors and other employees to gain knowledge of work situations to better understand policies, procedures, regulations, business initiatives and technologies.

3. Formulates customer solutions by relying on Pact policies and your best judgement.

4. Uses several systems per day to achieve detailed recording of information and tracking of solutions.

5. Resolve product or service problems and barriers by clarifying the customer’s needs, determining the cause of the situation, selecting and explaining the best solution to solve the problem, expediting corrective action, and following up to ensure resolution.

6. Be optimistic and contribute to the positive experience of our customers and our work environment.

About You

● Effective verbal, written, and interpersonal communication skills

● Extreme customer focus and ability to resolve issues while creating a delightful and surprising 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 with fluid ability to 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 2 years experience working in an E-commerce customer service role with minimum 1 year phone-based experience

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.

● Deep dive customer issues related to information located in their Pact and NetSuite accounts.

● Manage large amounts of incoming volume via phone calls, live chat and email.

● 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 and team production, satisfaction, and response time service level agreements.

● Handle complaints, provide appropriate solutions and alternatives within policy timeframes 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 Thursday, 8:00 a.m. to 4 p.m and Fridays 8am-Noon. Peak season hours are subject to change and will require some evening and weekend work.

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

● Dental insurance

● Health insurance

● Life insurance

● Paid time off

● Vision insurance

● Work from home

● Half day Fridays Schedule:

● 8 hour shift

● Monday to Friday

Supplemental pay types:

● Bonus pay