At Bonfire, we work every day to empower users to buy and sell custom merchandise. We are seeking a reliable and organized individual who thrives on a dynamic schedule to provide quick, kind, and competent support to our customers. The Seasonal Flexible Customer Support Representative role is a part-time, seasonal position, starting on October 1st and ending on January 9th, with the possibility of extension. Weekly scheduled hours can fluctuate between 10 and 25 hours, based on factors such as volume, teammate time off, and holidays.
This is a remote position that requires consistent access to a reasonably distraction-free home workspace and a computer with reliable high-speed internet. Shifts will be scheduled at least one week in advance, and availability is required Monday through Friday, between 8 am and 8 pm Eastern Time (5 am and 5 pm Pacific Time).
The ideal candidate for this role is a self-motivated and dependable individual with strong interpersonal and communication skills. They must possess exceptional communication skills, demonstrating clarity, empathy, and professionalism in all interactions. A strong commitment to continuous professional and technical development is essential, as the role requires staying current with industry best practices and evolving technologies.
Responsibilities
- Handle Customer Inquiries: Respond to customer questions and complaints via email, chat, and occasionally phone, providing solutions and following up to ensure the issue is resolved.
- Coach Customers: Help customers navigate the Bonfire site and provide them with best practices through clear messaging, external resources, and visual aids, such as screenshots and videos.
- Collaborate Internally: Report customer feedback and record technical platform issues to improve the customer experience, and initiate cross-team communication to solve customer issues.
- Maintain Communication: Stay in consistent communication with Customer Support leadership regarding scheduling, and monitor work communication channels for notices and updates.
- Meet Performance Goals: Continually meet or exceed metrics targets for customer satisfaction and efficiency.
Requirements
- 1+ years of experience in customer service or a related field
- Ability to work a flexible weekday schedule between October 1st and January 9th
- Strong verbal and written communication skills
- Excellent attention to detail and organizational skills
- Ability to work independently and as part of a team
- Familiarity with CRM systems and practices is a plus
- Flexibility to occasionally work after hours, on weekends, and on holidays
- Access to a computer with reliable, high-speed internet
