Reports to: Operations Director & Fulfillment Manager
Boston General Store is looking for a Customer Service Representative (CSR) who is organized, articulate, and compassionate. This role is responsible for responding to the needs and inquiries of our online customers by phone and email. The ideal candidate is a patient individual who is passionate about the products we carry and is able to connect with our customers to offer the best customer experience possible.
While customer service is the primary focus of this role, inquiry volume varies seasonally. During non-peak periods, the Customer Service Representative will assist with shipping, receiving, and other warehouse tasks to support daily operations.
Key Responsibilities:
Serve as an initial point of contact for customer inquiries and issues, responding professionally, promptly, and empathetically.
Contact customers regarding issues with online orders and work toward timely resolution.
Assist customers with order placement, shipment tracking, and returns or exchanges.
Track and report shipping errors, packing issues, and damaged or defective products.
Collaborate with the Shipping, Receiving, and Buying teams to address recurring customer concerns and trends.
Follow communication procedures, guidelines, and policies while maintaining a positive relationship with the customers.
Assist with shipping, receiving, and other warehouse functions during periods of lower customer service volume.
What We’re Looking For:
Strong communication skills, both verbal and written
Excellent problem-solving and conflict-resolution skills
Previous customer service experience in an e-commerce environment
Strong attention to detail and a commitment to accuracy
Skilled at prioritizing and managing time effectively
Able to adapt communication style to different customer personalities and situations
Comfortable working both independently and as part of a team
Comfortable transitioning between customer service and warehouse responsibilities as business needs change, including desk-based work during high-volume customer service periods and standing for extended periods while packing and shipping orders.
Benefits
Wage: $18-$20/hour
40% employee discount
Paid time off (PTO) and sick time
Health insurance stipend for full-time employees
Schedule
Full-time position, 35–40 hours per week
Availability during peak periods, including the holiday season, is required
Certain blackout dates may apply during high-volume fulfillment times