Call Center Representative (Hybrid)

BW Retail Solutions is a trusted leader in end-to-end eCommerce retail brand management. They are seeking a Call Center Representative to provide support for eCommerce-related inquiries, manage customer communications, and resolve issues while meeting performance targets.

Responsibilities

• Communicate clearly and professionally with customers via phone, chat, and email using an internet-based ticketing system
• Provide support for eCommerce-related inquiries, including placing orders, tracking shipments, processing returns, and handling warranty issues
• Manage and follow through on customer inquiries while efficiently multitasking across multiple computer programs
• Assist customers with basic website troubleshooting to ensure a seamless online experience
• Collaborate with internal teams by sharing timely and accurate updates using Google Workspace tools (Gmail, Chat, Docs, Sheets, Forms)
• Identify, investigate, and report on emerging customer issues or trends that may impact the overall experience
• Resolve customer issues with a personalized approach, always aiming to deliver an exceptional service experience
• Meet individual performance targets and key performance indicators (KPIs), including First Response Time, Average Handle Time, and Quality metrics, to align with company service standards

Skills

• Minimum of 1 year of experience in an e-commerce or call center environment
• High school diploma or GED required
• Proficiency using various software and web-based applications in Google Chrome; willingness to learn new systems as needed
• Strong working knowledge of Google G Suite, including Gmail, Google Docs, Sheets, and Forms
• Ability to craft clear and professional written communication via Gmail and G-chat, using correct grammar and punctuation
• Excellent organizational and multitasking skills; ability to manage customer inquiries efficiently while navigating a dual-monitor desktop setup
• Exceptional attention to detail with a commitment to delivering accurate and timely support
• Effective communication skills—verbal, written (typing speed of at least 45 WPM), and virtual—via platforms like Google Meet
• Strong interpersonal skills with the ability to demonstrate empathy and active listening in phone, email, or chat interactions
• Comfortable working in a dynamic, start-up environment; adaptable to frequent changes and process development
• Experience with Warehouse Management Software (WMS) is a plus
• Ability to read schematics is preferred

Benefits

• 100% Employer Paid Medical Insurance, Dental, Short-Term Disability, and Life Insurance.
• Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance.
• 401(k) with 100% Employer match up to 3% employee contribution + 50% Employer match up to an additional 2% of employee contribution.
• Tuition Reimbursement, Employee Referral Bonus, Employee Discounts, Employee Assistance Program.
• Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes.
• Competitive paid time off package plus 6 annual paid holidays.
• The opportunity to expand your knowledge through a variety of certifications and workshops.

Company Overview