Job description

The Customer Service Agent is responsible for assisting internal team members, for helping customers and leads by answering sales and service questions via email, phone, chat and ZenDesk tickets, for facilitating repair requests by following prescribed scripts and templates, and for processing orders when needed. Speaking with the Customer Service Agent will be the first interaction for many first time customers and Earthworks users and as such, the Customer Service Agent must always represent the brand's best interests — this means always exuding professionalism, speed and attention to detail. This position directly contributes to the overall User Experience and performance will be measured against the Earthworks Audio User Experience Handbook.

For repairs, the Customer Service Agent works directly with the RMA team and with the Processing Manager while following all predescribed Repair Process Steps. Attention to detail and following directions are key aspects of this role. Knowing and recognizing when a question or opportunity that falls outside of the norm needs to be escalated is also a critical skill for success in this role. The pathways and processes are highly defined and success is measured by adhering to the scripts and by listening to and working in tandem with all other Sales & Marketing team members. The role of the Customer Service Agent is part of a larger whole and timely responses and actions are imperative and non-negotiable.

For sales and leads and general Earthworks-related questions, the Customer Service Agent follows scripts and templates while working directly with the Social Teams, Content Manager, and Processing Manager. Again — attention to detail and following directions are key aspects of this role. Knowing and recognizing when a question or opportunity that falls outside of the norm needs to be escalated is also a critical skill for success in this role. The pathways and processes are highly defined and success is measured by adhering to the scripts and by listening to and working in tandem with all other Sales & Marketing team members. Follow-up and follow-through are critical skills for this function of the job.

Along with handling inbound phone calls, questions, leads, and repair tickets, the Customer Service Agent will be cross-trained for other positions within the Sales & Marketing umbrella including but not limited to shipping, packing, and order fulfillment. This enables the Customer Service Agent to fill in as needed in response to growth, fluctuating volumes, and internal coverage needs.

ESSENTIAL FUNCTIONS and REQUIREMENTS:

● Basic computer fluency and strong typing skills are required

● A high degree of effective communication techniques are needed

● This position requires a high-level commitment to organization and process

● This position will need to be able execute scripts and macros via email platforms and within the ZenDesk ticketing ecosystem

● Attention to detail is critical and non-negotiable

● Following instructions and directions is key to long-term success

● Must have the ability to know when to handle and when to escalate

WORKING ENVIRONMENT: This position requires being in the Earthworks office 5 days a week

PHYSICAL DEMAND: Light but this position must be able to lift and move up to 50 lbs when covering for shipping / receiving

POSITION TYPE: Full Time

EDUCATION: Minimum: High school graduate

COMPENSATION: Hourly. $15 per hour + company benefits

REPORTING: This position reports directly to the VP of Sales but interacts daily with the Processing Manager via a dotted line.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

COVID-19 considerations:
We follow OSHA standards to keep our employees safe.

Application Question(s):

• Are you willing to undergo a background check?

Work Location: In person

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