Customer Success Extraordinaire!

at  Portland Leather Goods

At Portland Leather Goods every employee will tell you their absolute favorite thing about working here is THE PEOPLE. We care about the character and kindness of the people we hire, in addition to their specialized skills and experience. That means if you’re wanting to apply to help look after our amazing customers, we’re going to need to know about YOU. This means a real cover letter - your writing, telling us about the real you and why we should trust that you’re a perfect fit for our team who unravels complex customer queries and puts an emphasis on a warm, personal approach to customer care.
We are looking for someone who has at least two years of experience in providing Customer Service whether virtual or in person and is familiar with the following job expectations. As the company grows, we are looking to build a remote-based team built on the same values that is an extension of our successful CS model. If you are someone who thrives with the autonomy of remote work and creative problem solving, and has the communication skills required to connect effectively with a larger virtual team, this role is right for you.
Our large department is divided into two teams under one Customer Service umbrella. Our Tech Support team supports customer interactions with our company’s digital systems and platforms, while our Order Satisfaction team in the Customer Service department answers questions related to product details and care, and order status and shipping! Our customers are extremely enthusiastic about our products and community, so we are looking for the right person to meet them where they’re at (whether that’s matching excitement or lending an empathetic ear) and who is ready to offer tailored, creative solutions when necessary. We pride ourselves on individualized and uniquely responsive CS, so if you are most comfortable with providing a universal solution no matter the circumstance or having the “one right answer,” this role may not be the right fit for you.

QUALIFICATIONS

• At least 2 years of customer service experience using web-based platforms
• Full-time with weekend availability
• Excellent verbal, written, and interpersonal skills (writing and typing test required as part of the application process)
• Ability to multitask, organize, and prioritize work
• Responsive to feedback, eager to learn, and possess an ability to ask questions without hesitation
• Experience with Shopify, G-Suite, Slack and customer management systems preferred
• Willingness to commute to nearest office location as needed
• All employees are required to receive Covid-19 vaccinations, unless a reasonable accommodation is approved.
• Availability to train in person (Portland Office) for the first two weeks
  Check us out at portlandleathergoods.com or @portlandleather on Instagram!

• Communicate with customers via email (primarily) and live chat. Produce friendly, clear, and error-free written responses
• Match the tone of our company and turn any customer interaction into a positive one
• Provide knowledgeable answers to questions about product, pricing, and availability
• Work with internal departments to better meet customer’s needs
• Execute data entry across various platforms
• Identify and address potential patterns
• Collaborate on solutions with team members and leadership
• Mandatory overtime during the holiday season is required
• PTO requests will be restricted from Black Friday to December 31st during the holiday season