Customer Service Representative - Digital Support Squad - Remote Full-Time Opportunity with Comprehensive Benefits and Career Growth

Join the In Social Team as a Full-Time Remote Customer Service Representative

We're building a talented team and are looking for a creative and customer-focused CSR to join our Digital Support Squad! Embrace a modern work style with this fully Remote opportunity. As a Customer Service Representative, you will play a vital role in delivering exceptional customer experiences across social media engagement and Ecommerce platforms. If you're passionate about helping people, enjoy working in a casual and dynamic environment, and are looking for a career in digital marketing, then we want to hear from you!

About In Social

In Social is a 20+ person Shopify Expert digital marketing agency based in Toronto, expanding across Canada. We specialize in providing comprehensive digital marketing services, including paid and organic social media, email marketing and automation, website design & development, influencer marketing, branding and design, and customer service. Our clients range from skin care and restaurants to home decor, CPGs, vapes, food & drinks, baby products, real estate, accounting, and more. Some of our notable clients have been featured in Vogue, Cosmopolitan, Forbes, Business Insider, GOOP, and are sold in major retail chains like Walmart, Target, and Loblaws.

What to Know About This Role

As a Customer Service Representative, also known as a "Digital Support Squad Representative," you will be the face of our company, providing top-notch customer service and support to our clients' customers. This is a full-time remote opportunity, requiring a strong and diverse skillset in relevant areas to drive success. You'll have the chance to work with cutting-edge software tools, collaborate with our marketing team, and develop your skills in digital marketing.

Key Responsibilities:

• Resolve customer issues online through software tools like Gorgias and Aircall
• Handle incoming tickets, website chats, and phone calls, responding to social media comments and DMs, and engaging with relevant social communities through proactive engagement efforts
• Make outbound calls on behalf of our clients to engage with customers requiring further sales assistance
• Follow internal processes and brand voice to respond to all customer inquiries, messages, and concerns, and work with your fellow Digital Support Squad Reps to provide solutions or determine if escalating to the client is necessary
• Report to the Customer Experience Manager, who will assist with questions, training, and client management
• Assist with developing the brand marketing strategy, in tandem with the In Social Marketing team, based on your "in the weeds" knowledge of the client's customer base and community
• Support the Marketing team with other efforts, such as assisting with our "Last Eyes" process to ensure our deliverables go out perfectly, all while exposing you to other areas of digital marketing that may interest you

Requirements and Qualifications

Essential Qualifications:

• At least 1 year of experience working in a customer service role (not necessarily online)
• Exceptional interpersonal skills
• Comprehensive writing skills
• Strategic capacity to make important judgment calls when handling customer service tasks, such as providing refunds, reshipments, or calling out a customer's concerns (according to client guidelines)
• Love helping people and working in a casual, dynamic environment
• Pay exceptional attention to detail
• Must be able to work days and nights (no overnights) during the week and weekends

Preferred Qualifications:

• Bachelor's Degree
• French language skills (bonus points!)

What We Offer

Compensation and Benefits:

• Competitive salary: $17.20 per hour
• Bonus pay and overtime pay
• Comprehensive health benefits
• Free stuff from our clients
• Company events (virtually and in-person, when possible)
• Month-in-advance schedules (no last-minute scheduling)

Career Growth Opportunities:

• Opportunity to build a career in digital marketing
• 50% of our Marketing team members have come from the Digital Support Squad
• Training, mentorship, and hands-on experience to help you grow in your role
• Promotion opportunities to the Marketing team

Work Environment and Culture

At In Social, we're a fun and dynamic team that feels like a family. We value work-life balance, flexibility, and collaboration. As a remote team member, you'll have the freedom to work from home and enjoy a casual dress code. We're committed to providing a supportive and inclusive work environment that allows you to grow and thrive.

How to Apply

If you're excited about this opportunity and think you'd be a great fit for our team, please submit your cover letter and resume to [email protected]. Don't forget to include the code "dssr2024" in your cover letter. We can't wait to hear from you!

Join our team and start your journey in digital marketing today!