Phone Customer Support Professional

What is a day in the life of a Phone Customer Support Professional?

• Act as a liaison between customer, manufacturer, and Ecommerce platforms including Amazon, Walmart, Shopify, and others in US and global marketplaces.
• Manage multiple brand interactions across all marketplaces through phone calls, chats, and emails.
• Represent a primary brand partner and provide support for our mutual customers.
• Identify trends and opportunities that need to be addressed throughout the companyRespond to consumer-facing questions that help positively impact buyer behavior on Amazon.
• Help customers through their whole journey to resolutionManage customer refunds.
• Partner with your manager to take on new tasks and projects as our team continues to expand what we offer to our stakeholders.

What do I need to thrive in this role?

• Bachelor’s degree preferred, but not required.
• 1 year of customer service experience.
• Effective social interaction, verbal and written communication, organizational skills, and the ability to perform a variety of tasks efficiently.
• Working knowledge of Ecommerce platforms (Shopify, and Zendesk are helpful, but not required).
• Type 40+ WPM.
• Computer proficient with MS Office productsStrong analytical skills, detail-oriented, self-motivated and proactive.

What does high performance look like?

• You follow through with all assignments in a timely manner.
• You give 100% to all tasks and projects you are given.
• You actively comment and participate in group collaborations.
• You take full ownership of your projects and follow through to completion.

What is the team like?

• You will report to the Customer Care Team Manager and the Director of Customer Care. This team is fast-paced, data-driven and results-oriented. You will collaborate regularly with members of your team and work across departments with other senior level colleagues to implement actionable solutions. We hold ourselves to a high standard and ensure we have all the tools at our disposal to succeed.

We are looking for individuals who are:

• Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
• Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
• Team of Doers- Someone who is a part of a team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern’s talent acquisition team
• Zoom interview with Account Leads
• Onsite Interview with three Leaders
• Reference checks
• Executive review
• Offer

How can I stand out as an applicant?

• Discuss professional accomplishments with specific data to quantify examples.
• Provide insights on how you can add value and be the best addition to the team.
• Focus on mentioning how you would be partner obsessed at Pattern.
• Share experience on any side projects related to data and analytics