Customer Service Rep

Summary: Exemplis LLC is committed to providing top-notch customer service and is seeking a Customer Service Representative to join their team. In this role, you will be responsible for direct communication with customers across various channels, handling inquiries, and improving the customer experience. Responsibilities: - Act as a customer advocate and brand ambassador, creating meaningful, positive experiences at every touchpoint while serving as a liaison between customers and internal cross-functional teams - Deliver personalized, high-quality support across phone, chat, email, and social channels, ensuring each interaction reflects Timbuk2’s values and commitment to exceptional service - Take full ownership of customer inquiries from initial contact through resolution, addressing questions related to orders, products, policies, repairs, and order updates with care and attention to detail - Resolve customer concerns promptly and thoroughly within established service-level expectations (under 24 business hours), striving to exceed expectations in accuracy, tone, and follow-through - Proactively identify opportunities to improve the customer experience by anticipating needs, offering relevant product recommendations, and sharing helpful guidance - Navigate complex or sensitive situations with professionalism and confidence, escalating issues when appropriate after attempting independent resolution - Educate customers on Timbuk2 policies and processes in a clear, supportive manner that builds trust and transparency - Engage with customers on social media and respond to product reviews using a friendly, authentic, and on-brand voice that strengthens community and loyalty - Meet or exceed customer experience metrics and service standards (KPIs), while actively participating in ongoing training and continuous improvement initiatives - Maintain schedule flexibility, including availability to work weekends, to support customer needs across channels Required Qualifications: - High school diploma or equivalent required - 1+ year experience in customer service Preferred Qualifications: - Bachelor's Degree - Proficiency in Microsoft Dynamics, Microsoft 365, or Gorgias - Hospitality or Retail industry background - Experience working in a call center - 30 + wpm - Social Media experience a plus Required Skills: Customer service experience, Microsoft Dynamics, Microsoft 365 Important Skills: Gorgias, Call center experience Nice-to-Have Skills: Social media experience, Hospitality background, Retail background, Typing speed 30+ wpm, Bachelor’s Degree Benefits: Health Insurance, 401(k), Time Off, Observed Holidays, Employee Discounts, Hit our Numbers Lunch, Tuition Scholarships