Customer Support Representative
2 weeks ago
American Tall is a thriving e-commerce brand, dedicated to producing world-class quality clothing for tall men, and women, up to 7’1. Founded by a father and son duo in 2015, the business has grown to a level that seemed almost unimaginable just a few years ago and is now a leading brand in the tall community. The growth can be attributed to the excellent leadership team and family values that drive the business - honesty, integrity, teamwork, and passion.
We believe the best ideas come from a diverse group of people. This is a special opportunity to join an innovative business with tremendous upside, and a work culture built on the foundation of respect, inclusiveness, and continued learning.
- Want to learn more about us? Visit our _website here
_._
The CSR - Claims and Returns will be responsible for processing carrier claims and product returns requests from customers and ensuring timely resolution. This individual will work closely with various departments within the company to ensure customer satisfaction and compliance with company policies and procedures.
**Job Duties & Responsibilities**:
- Process and manage carrier claims and product return requests in a timely and accurate manner.
- Investigate and resolve any issues related to claims and returns.
- Communicate with customers regarding the status of their claims and returns.
- Issue refunds, replacements, and store credits based on customers’ requests and company policies.
- Work closely with the customer support and warehouse team to ensure timely and accurate resolution of claims and returns.
- Maintain accurate records of claims and returns transactions and provide regular reports on activities.
- Ensure compliance with company policies and procedures related to claims and returns processing.
- Continuously look for opportunities to improve the claims and returns process.
- Provide additional support through live chat and tickets if needed.
**Experience, Education & Qualifications**:
- High school diploma or equivalent.
- 1-2 years of experience in a call center customer service role
- 1-2 years of experience in resolving carrier claims and product returns processing or a related field.
- Ability to work well in a team environment.
- Fluency in English written skills
- Ability to work under tight timelines
- Proven track record of meeting and/or exceeding KPI’s
**Knowledge, Skills & Attributes**:
- Strong attention to detail and accuracy.
- Excellent communication and interpersonal skills.
- Proficiency in Microsoft Office, particularly Excel.
- Proficiency in Asana, Zendesk and ShipHero is an asset
- Strong computer skills - ability to grasp various platforms.
- Proficiency with Outlook.
- Basic knowledge of math.
- Ability to manage multiple tasks and prioritize effectively.
**_ Accommodations and Accessibility:_**
**_
Inclusion:_**
- Please note that applicants who receive a conditional offer of employment from American Tall will be required to provide proof that they are fully vaccinated with a COVID-19 vaccine approved by Health Canada. American Tall will consider individual requests for accommodation by applicants who cannot be fully vaccinated due to health concerns, or any other Code protected grounds._
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