Customer Service Rep

Position Summary

SET Active is looking for a Customer Service Representative to join our team. This role will be responsible for providing top-tier support to our customers via email and social channels. The right candidate will be proactive, detail-oriented, and customer-focused, with strong problem-solving skills. This is an incredible opportunity for someone looking for a hands‑on role where they can make a direct impact on customer satisfaction and brand loyalty.

We are a start‑up, so no job is too big or too small for any of our team.

This is a fully remote position. Must be located within the U.S.

• Respond to customer emails that come in through our Gorgias platform.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best
  solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
• Give customers information about products or services and answer any questions about their reservations.
• Assist customers with returns, exchanges, website navigation, completing orders, and address adjustments.
• Provide detailed reports to your manager regarding trending customer issues and/or positive/negative feedback.
• Work in direct communication with the shipping facility/warehouse (RAMP) to make sure all issues are resolved in a timely manner.
• Utilize and familiarize all Shopify features and Gorgias features (email platform) to be able to best assist a customer's needs.
• Provide solutions to your manager for any potential issues that arise or may arise from product, drops, delays, or customer complaints.
• Manage customer complaints of fraudulent cancellations and be able to provide a solution.
• Respond to Instagram DMs in the "general" folder when flagged by the social team.
• Filter through Instagram DM requests and put the correct DMs in the "primary" vs. "general" folders when flagged by the social team.
• The representative is responsible for emailing customers that RAMP flags their orders as short as an item, and providing a solution that best suits the
  customer's needs.
• Responsible for emailing customers who return damaged items and informing them of our policies on these items.
• Representatives are responsible for reaching out to customers who give them a satisfaction score of 3 stars or less and asking them for feedback on how they could have better assisted them.
• Filter through reviews to find corresponding issues that customers bring forward via email and notify a manager with a detailed report.
• Assist customers with Tik Tok shop complaints.

• 2+ years' experience in customer service.
• Strong understanding of customer service best practices and conflict resolution techniques.
• Proven ability to handle high-volume customer inquiries with professionalism and efficiency.
• Experience using customer support platforms like Gorgias and Shopify.
• Demonstrated history of problem-solving, multitasking, and providing proactive solutions.
• Exceptional communication skills, attention to detail, project management skills, and ability to meet tight timelines in a fast-paced environment.