Customer Service Representative (part/time)

Summary: Lola Blankets is a premium provider of cozy, stylish blankets that bring warmth and comfort to every home. They are seeking a Customer Experience Representative to provide exceptional support to customers primarily via phone and email, ensuring every customer feels heard and valued while resolving their inquiries effectively. Responsibilities: - Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available - Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions - Process order changes, refunds, replacements, and other account adjustments using internal systems - Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more - Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager - Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support - Contribute to a positive team environment by sharing insights and feedback to improve customer experience Required Qualifications: - Outstanding verbal and written communication skills with a customer-first mindset - Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.) - High empathy - Highly organized and detail-oriented - Eagerness to learn - Ability to take constructive feedback Preferred Qualifications: - Previous phone support experience Required Skills: Gorgias, Shopify, Slack, Phone support Benefits: Fully remote / work-from-anywhere (with a proper internet + phone connection), 55% off Lola Blankets for friends and family, Opportunities for increased responsibilities with strong performance