About Us:

Zero Foxtrot is founded by a Marine Veteran and operated by a motley team who proudly support our nation's defenders, veterans, and first responders. We hold our courageous warriors' unspoken sacrifices and indelible experiences in the highest esteem by shining a burning torch on the courage, humor, camaraderie, and grit forged in the crucible of the warrior lifestyle. Zero Foxtrot is more than just a business to us; our commitment to those who selflessly defend and support our nation runs marrow-deep by offering our loyal customers rugged and comfortable military-inspired apparel and gear. With that said, "Stay Zero and Carry On!"

Job Description:

As a Customer Service Representative (CX) at Zero Foxtrot, you will be the first point of contact for our customers, managing support tickets through email and phone calls related to Shopify orders. Your role is crucial in delivering exceptional customer experiences, solving issues promptly, and ensuring that our customers’ questions and concerns are addressed with care and professionalism. Experience with Gorgias and Shopify is a big plus and will help you thrive in this role.

Key Responsibilities:

• Handle customer inquiries and support tickets via email and phone calls related to Shopify orders
• Resolve product questions, order status updates, shipping issues, and general inquiries in a timely and professional manner
• Provide a seamless customer experience by troubleshooting and resolving issues efficiently
• Use Gorgias and Shopify to manage and track customer tickets and order details
• Collaborate with the warehouse and fulfillment team to ensure orders are processed and shipped correctly
• Maintain a high level of customer satisfaction by being proactive, empathetic, and solution-oriented
• Identify and escalate potential issues or complaints to management when necessary
• Stay updated on Zero Foxtrot products, promotions, and policies to provide accurate information

Requirements:

• Previous experience in customer service or support roles
• Strong written and verbal communication skills
• Experience with Gorgias and Shopify is a big plus, but not required
• Ability to multitask, prioritize, and manage time effectively
• A problem-solving mindset with a focus on customer satisfaction
• Team player with a positive attitude and a strong work ethic