Job Title: Customer Success Associate
Location: 1410 NW Johnson St Portland, OR 97209
Department: Customer Success
Reports To: Customer Success Lead
Employment Type: Part-time with Full-Time potential
Compensation: $17.50

ABOUT US:

At Portland Gear, our mission is to spread the love for Portland by creating quality products that our customers can enjoy wearing. Our story began in 2014 when two iconic t-shirts and two photos on the @Portland Instagram page ignited our passion for sharing the city’s unique culture with the world. Today, our products have reached every state in the USA and over 60 countries, making us a recognized brand worldwide. What started as pop-up shops in a decked-out 1973 VW Westfalia has grown into brick-and-mortar stores located throughout the Portland Area. We believe in being a positive influence in the City of Roses, and we strive to make a difference through our products and community involvement. We are seeking a highly organized and motivated Customer Success Coordinator to join our team and help us successfully manage and execute our mission of delivering the best customer experience.

JOB SUMMARY:

As a Customer Success Coordinator, you will be the first point of contact for our customers, providing top-notch service and support. You will handle a wide range of customer inquiries, issues, and requests, primarily through online channels (email and live chat). This role requires exceptional communication skills, patience, and the ability to solve problems quickly and effectively.

QUALIFICATIONS:

• Education & Experience:
• High school diploma or equivalent; a college degree is a plus.
• 1-2 years of experience in customer service or related roles, particularly in phone and online support.
• Skills & Abilities:
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to think critically and resolve customer issues.
• Comfortable with various online communication platforms (e.g., email, live chat, phone, and CRM tools.
• Ability to handle high-pressure situations with professionalism and a calm demeanor.
• Tech-savvy with the ability to learn new software and tools quickly.
• Strong organizational skills and attention to detail.
• A friendly, patient, and empathetic approach when interacting with customers.

ADDITIONAL INFORMATION:

• Work Environment: At this time we are looking for this position to be an in-office position, and candidates must have access to a reliable internet connection and phone line - Subject to change
• Schedule: TBD
  At Portland Gear, we are committed to fostering an inclusive and diverse work environment. We encourage applicants from all backgrounds to apply.
  Job Types: Full-time, Part-time
  Pay: $17.50 per hour
  Expected hours: 20 – 36 per week
  Work Location: In perso

• Customer Support
• Respond to customer inquiries via live chat and email in a friendly, professional, and timely manner.
• Assist customers with product or service-related issues, complaints, or questions, ensuring all concerns are addressed.
• Provide accurate information regarding products, services, policies, and account status.
• Manage and resolve customer complaints efficiently, following up to ensure complete satisfaction.
• **Add tracking/documentation of issues etc..
• Problem-Solving:
• Troubleshoot technical issues and guide customers through step-by-step solutions, using knowledge of products and services.
• Escalate complex issues to appropriate teams or higher-level support as needed.
• Customer Retention & Engagement:
• Maintain a positive attitude and build lasting relationships with customers.
• Identify opportunities to promote additional services or products to customers in a helpful, non-pushy manner.
• Documentation & Reporting:
• Accurately document customer interactions in the system, ensuring proper tracking of issues, resolutions, and feedback.
• Maintain up-to-date knowledge of products, services, and industry trends to provide the best customer experience.
• Team Collaboration:
• Work closely with other departments (e.g., technical support, sales, and logistics) to resolve customer issues.
• Participate in team meetings and training sessions to enhance skills and product knowledge.