Customer Service Agent

Scale Army

The Customer Service Agent will serve as the first point of contact for inbound customer support, handling order-related inquiries, resolving common issues, and ensuring timely communication across multiple channels. This is a Tier 1 support role requiring strong communication, accuracy, and the ability to manage several systems simultaneously while following established service procedures.

Key Responsibilities

• Handle inbound customer inquiries via phone and email with professionalism and efficiency.
• Assist customers with order tracking, shipping updates, returns, exchanges, and product-related questions.
• Process cancellation and modification requests in a timely manner, with particular attention to Monday ticket volume.
• Maintain a positive customer experience aligned with brand standards.

Systems Navigation & Documentation

• Navigate multiple systems simultaneously, including CRM, ERP, WMS, and website backend tools, to resolve customer issues.
• Document all customer interactions accurately in the CRM ticketing system (Zendesk).
• Meet established SLA targets, including first reply within 8 business hours and full resolution within 24 48 hours.

Logistics & Escalation Support

• File claims with carriers such as FedEx, UPS, and USPS for damaged or lost shipments.
• Create shipping labels and support logistics-related tasks as needed.
• Escalate complex or unresolved cases to Tier 2 following established protocols.