BW Retail Solutions · 2 weeks ago
Call Center Representative (Hybrid)
Chesterfield, MI
Full-time
Hybrid
Entry Level
$18/hr - $20/hr
1+ years expBW Retail Solutions is a trusted leader in end-to-end eCommerce retail brand management. They are seeking a Call Center Representative to provide support for eCommerce-related inquiries, manage customer communications, and resolve issues while meeting performance targets.
AdvertisingE-CommerceMarketingWarehousing
Responsibilities
Communicate clearly and professionally with customers via phone, chat, and email using an internet-based ticketing system
Provide support for eCommerce-related inquiries, including placing orders, tracking shipments, processing returns, and handling warranty issues
Manage and follow through on customer inquiries while efficiently multitasking across multiple computer programs
Assist customers with basic website troubleshooting to ensure a seamless online experience
Collaborate with internal teams by sharing timely and accurate updates using Google Workspace tools (Gmail, Chat, Docs, Sheets, Forms)
Identify, investigate, and report on emerging customer issues or trends that may impact the overall experience
Resolve customer issues with a personalized approach, always aiming to deliver an exceptional service experience
Meet individual performance targets and key performance indicators (KPIs), including First Response Time, Average Handle Time, and Quality metrics, to align with company service standards
Qualification
Required
Minimum of 1 year of experience in an e-commerce or call center environment
High school diploma or GED required
Proficiency using various software and web-based applications in Google Chrome; willingness to learn new systems as needed
Strong working knowledge of Google G Suite, including Gmail, Google Docs, Sheets, and Forms
Ability to craft clear and professional written communication via Gmail and G-chat, using correct grammar and punctuation
Excellent organizational and multitasking skills; ability to manage customer inquiries efficiently while navigating a dual-monitor desktop setup
Exceptional attention to detail with a commitment to delivering accurate and timely support
Effective communication skills—verbal, written (typing speed of at least 45 WPM), and virtual—via platforms like Google Meet
Strong interpersonal skills with the ability to demonstrate empathy and active listening in phone, email, or chat interactions
Comfortable working in a dynamic, start-up environment; adaptable to frequent changes and process development
Preferred
Experience with Warehouse Management Software (WMS) is a plus
Ability to read schematics is preferred
Benefits
100% Employer Paid Medical Insurance, Dental, Short-Term Disability, and Life Insurance.
Additional Voluntary Benefits Offered: Vision, Long-Term Disability and Additional Life Insurance.
401(k) with 100% Employer match up to 3% employee contribution + 50% Employer match up to an additional 2% of employee contribution.
Tuition Reimbursement, Employee Referral Bonus, Employee Discounts, Employee Assistance Program.
Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes.
Competitive paid time off package plus 6 annual paid holidays.
The opportunity to expand your knowledge through a variety of certifications and workshops.
Company
BW Retail Solutions
BW Retail Solutions is an advertising agency that provides marketing and distribution services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Chris Ball
Co-Founder & CEO
Eric Hessell, CPA
Chief Operating Officer
Company data provided by crunchbase