Customer Service Agent — Call & Chat

APPLY HERE: https://forms.gle/1jU1LqQudt5CHjEf6

Schedule: Monday–Friday, 10:00 AM – 7:00 PM EST

Rate: $5/hour

Start Date: Immediate

About the Role

We're hiring dedicated customer service agents to handle inbound calls and live chat for an established eCommerce brand. You'll be the first point of contact for customers — answering questions, resolving issues, processing order-related requests, and delivering a consistently positive experience across every interaction.

This is a full-time, long-term position for reliable agents who take ownership of their queue and want to grow with the account.

Responsibilities

• Respond to customer inquiries via phone and live chat during the assigned shift
• Resolve order issues including tracking, returns, exchanges, refunds, and product questions
• Maintain accurate records of all interactions in the CRM
• Meet response time, resolution, and CSAT targets
• Escalate complex cases to the appropriate team when needed
• Follow brand voice and SOPs consistently across channels

Requirements

• Gorgias experience strongly preferred (or equivalent customer service CRM such as Zendesk, Freshdesk, Kustomer, or Re:amaze)
• Prior experience handling both voice and chat support
• Excellent written and spoken English — clear, professional, and empathetic
• Reliable high-speed internet, a quiet work environment, noise-cancelling headset, and a backup power/internet solution
• Ability to work the full 10 AM – 7 PM EST shift, Monday through Friday
• Strong multitasking skills and attention to detail
• Available to start immediately

Nice to Have

• eCommerce or DTC brand experience (Shopify familiarity a plus)
• Experience with macros, tagging, and ticket automation in Gorgias
• Background handling high-volume queues

What We Offer

• Consistent full-time hours
• Long-term, stable placement
• Clear SOPs, training, and supportive team leads
• Opportunity for performance-based rate increases and expanded responsibilities