Job Details

Overview:
The CSSA builds strong customer relationships across multiple channels (phone, email, Gorgias, YouTube, etc.) to deliver an exceptional experience with All Things Barbecue —before, during, and after the sale.

Key Responsibilities:

Customer Support & Communication
• Respond promptly and professionally to inquiries via phone, email, chat, and comments.
• Provide fast and knowledgeable assistance to resolve product questions, order issues, returns, and site support.

Product Guidance & Sales
• Act as the customer's "Assistant Buyer" by identifying needs and recommending the best products within their budget.
• Educate customers on product features and benefits.

Sales Processing
• Complete sales through Shopify and ERP, maintaining strong platform proficiency.
• Understand and support the order fulfillment process.

Content & Platform Awareness
• Stay informed about product and recipe videos released via the website, blog, email, and social media to better assist customers.
• Monitor YouTube and Gorgias for engagement opportunities.

Returns & CRM Use
• Process returns using Redo, determine return responsibility, and ensure clear communication.
• Accurately document customer interactions in the CRM for cross-team visibility.

Outbound Engagement
• Conduct follow-up calls during slow periods to reengage customers and assess their needs.

Team Collaboration
• Maintain flexible availability to help cover support from 8am–6pm, Monday–Saturday.

Additional Duties
• Perform other responsibilities as assigned.

Qualifications:
• Strong listening, communication, and interpersonal skills
• Proactive, dependable, and adaptable team player
• Strong product knowledge and commitment to learning
• Tech-savvy with accurate typing and multi-tasking abilities
• Customer-focused with a high standard for excellence