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Peak Support logo
Peak Support

Exceptional customer service and business process outsourcing for high-growth companies

E-commerce Customer Experience Representative, Tier I

EcommerceEcommerceFull TimeRemoteSeniorTeam 1,001-5,000Since 2015H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

71 days ago

Salary

0

Seniority

Senior

High SchoolEnglish

Job Description

E-commerce Customer Experience Representative, Tier I

Peak Support

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management • Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing • Resolve standard Tier I issues independently using SOPs and knowledge base resources • Escalate complex issues to Tier II with clear documentation • Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines • Coordinate with internal Operations teams as needed

Job Requirements

  • Strong emotional intelligence and resilience in high-volume, high-pressure environments
  • Ability to deliver firm, policy-based responses with professionalism and empathy
  • Excellent reading comprehension and attention to detail
  • Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems
  • Accurate data entry, documentation, and written communication skills
  • Typing proficiency and ability to multitask across multiple systems
  • Comfortable working in structured, SOP-driven environments
  • Reliable and able to adhere to schedules during peak demand periods

Benefits

  • Work-from-Home PLUS model
  • Positive and encouraging culture in a remote environment
  • Opportunities for growth
  • Exceptional work environment

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