The Role: Customer Support Specialist

Note to applicants: This exciting opportunity with a generous benefits package is an in-office position with a 4-day, 10-hour work schedule, between the hours of 7 am-5:30 pm, M-F. This position is full-time and on-site at our office in Valencia, CA

Who We Are

We are Sunco Lighting, an online lighting retailer (est. 2014) based in Valencia, CA. Thanks to our amazing and talented employees, today we are one of the largest online lighting retailers in the US. We value our collaborative, open, and people-first culture deeply, and we are invested in making Sunco a positive place where our team members thrive every day.

What We Do

We light up the world, literally. Customers have chosen Sunco to provide over 40 million LED lights and trust us for our exceptional customer service, eco-conscious product expertise, and unmatched value.

What You’ll Do

• Contribute to a cohesive team environment and utilize feedback to improve performance while having the confidence and knowledge to collaborate with others in a matrix environment
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller/Impact the company’s bottom line by problem-solving and turning frustrated clients into repeat customers
• Update customer information in the customer service database during and after each call
• Consistently apply formalized policies and procedures to ensure compliance with all regulatory agencies. Work within company guidelines, and follow departmental policies and procedures to meet customer service SLAs across all channels (eBay, Amazon, etc.)
• Act as a quality assurance by reporting frequent customer complaints to leadership
• Adhere to defined quality standards for the handling of all inquiries.
• Communicate with customers via phone, email, and chat.
• Help resolve product returns, respond to shipping inquiries, and answer order status questions.
• Collaborates internally to research, resolve, and educate customers as needed.
• Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.

You’ll love this if you:

• Are a people person, a team player, dedicated to excellence, and have the desire to provide the best possible experience for our customers
• Have attention to detail and organizational skills
• Understand and maintain professionalism
• Manage your time and maintain excellent attendance
• Are comfortable working with computers and web-based applications/ability to adapt to new technology

What You’ll Need

• Associate degree, Bachelors Preferred
• Bilingual (English/Spanish) is a plus
• Agility -- > Past success in a fast-paced, continually evolving environment using proven time management skills, prioritization skills, and working with a strong sense of urgency
• Previous customer service experience, preferably in an e-commerce setting
• Previous sales experience, preferably in an e-commerce setting
• Experience leveraging technology to manage workflow
• Experienced leveraging ticket management software (Gorgias, Zendesk a plus) Task Management Tools (ASANA)
• Experienced leveraging softphone software (Aircall a plus)
• Customer Service Experience and or Client Facing Experience (Required)
• Typing speed over 35 WPHM
• Advanced skills in effective listening and communication (verbal/written) with internal and external personnel/customers/clients

What We Offer

Benefits & Perks: We offer a competitive benefits package including comprehensive health and wellness coverage, 401k with company match, dental & vision benefits, and options for education reimbursement. We value work-life balance and offer a generous time off policy.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday

Ability to commute/relocate:

• Valencia, CA 91355: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday

Ability to commute/relocate:

• Santa Clarita, CA: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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