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Job Description

Insight Global is seeking a Customer Service Agent to help with a client in the ecommerce space. This individual will help handle all inquiries from customers via phone, chat, and email. This role is responsible for de escalating all concerns that arise and providing top tier customer service at all times. This will be an onsite role 5 days a week, 8 -5 est.

Responsibilities:

-Act as the first point of contact for customers via phone, email, and chat.

-Provide product guidance, solve complex cases, manage returns/claims, and handle order updates with care.

-Support and mentor junior agents during escalation handling.

-Work closely with transport service providers and internal teams to resolve shipping or delivery issues.

-Take ownership of specialized areas such as claims handling, content improvements, or technical troubleshooting.

-Monitor system performance and ensure proper documentation in tools like Zendesk, Shopify, and others.

-Recommend improvements to internal FAQs and Help Desk materials.

-Engage with customers on social media channels to ensure a positive brand experience.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

-At least 1 year of experience in customer support, ideally in e-commerce or technical support environments.

-A proactive, solutions-focused mindset and a passion for delivering exceptional customer service.

-Strong organizational and time-management skills, even when working remotely.

-Comfort using platforms like Zendesk, Shopify, and communication tools (training provided).

-Willingness to learn, adapt, and contribute to team improvements. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].