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
BW Retail Solutions is an advertising agency that provides marketing and distribution services. It was founded in 2017, and is headquartered in Chesterfield, Missouri, USA, with a workforce of 51-200 employees. Its website is https://www.bwretail.com.
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