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MERCARI TIER 1 CUSTOMER CARE AGENT, LATE NIGHT SHIFT - technical support - job employment

City: Boulder
Date: 07 Apr 2018
Category: Technical Support

Shifts Available 
9:00PM to 6:00AM PACIFIC TIME Monday thru Friday.  
6:00PM to 6:00AM PACIFIC TIME Saturday and Sunday.
Must be willing to work ONE WEEKEND PER WEEK on a regular basis. Those who are able to work BOTH SATURDAY and SUNDAY will be given priority recruitment. Shift assignments will provide coverage over early mornings, nights, late nights, holidays, weekends, and all national holidays.
Location: Nationwide (Main Office: Las Vegas, NV)
Employment Type
Full-Time (some Part-Time possible), WORK FROM HOME

Pay Rate
$14.00 per hour (includes weekly performance bonus)

Service Response Partners, a privately held outsourced Customer Care company, is looking for HOME-BASED Tier 1 Customer Care Agents to assist our client, Mercari, in providing nation-wide customer care to millions of online customers. 
About Our Client
Mercari is an international technology company whose online app provides a fast, easy, and safe sales experience to millions of customers. Mercari has an amazing mobile product and is seeing huge growth around the world. We are recruiting talented problem-solvers to join our team of Customer Service Professionals. The individuals we are seeking must be enthusiastic, intelligent, experienced customer care professionals who can quickly determine a customer's concerns and use their skills, technical abilities, and extensive product knowledge to provide quick and thorough assistance. Mercari doesn't stop at customer care. Mercari's goal is to ensure the support they provide helps turn customers into brand advocates.
The Working Environment and Culture
Virtual. You work in the comfort of your home office. The Mercari team works hard (we're a startup on a rocket!) and we enjoy each other.
Who Are We Looking For?
A successful candidate will be friendly, intelligent, customer-centric, and technically curious, someone who is comfortable supporting a popular mobile app with millions of online customers. You must also be able to maintain high performance standards while working throughout the late night hours.
What Would Be My Responsibilities?
--Providing friendly, personable, accurate, and timely support (via Email) to our customers using our proprietary CRM tool to resolve technical issues, customer orders, returns, shipping concerns, and account issues
--Maintaining a high level of professionalism and a positive rapport with customers and internal team members throughout the late night hours
--Completing the proper research to ensure we are providing the most accurate information, and then fully update issues, responses, and customer information in the required systems (during and after each customer contact)
--Yearn-to-Learn: Take responsibility for reading bulletins, attending company meetings, staying updated on product knowledge, and being informed about all changes in company policy
--Be the "Voice of the Customer" by returning information provided by the customer back to the Product Team
--Be a brand advocate who creates more brand advocates by offering friendly, smart, problem-solving assistance and turning customer questions and interactions into opportunities to create new brand loyalists
--Remain mindful and productive by meeting service level requirements, Customer Service percentages, and QA scores
--Be a Collaborator with other departments by escalating customer and technical issues with appropriate urgency
How Will You Know If You're the Right Fit? 
--Good Attention Skills: Able to listen or read without being distracted by surroundings or personal matters. 
--Great Writing Skills: The majority of support is delivered via Email, so we need agents who are able to construct professional emails in a prompt and efficient manner
---Great Work Ethic: You're the type of person who instinctively wants to meet goals without having to be micro-managed
--Being open to feedback and positive learning opportunities
--Detail Oriented and Accurate: You are attentive to details in order to ensure that you are accurate and detailed in responding to customers
--Considerate: You see both sides of a problem, are understanding of the customer's predicament, and will always make an effort to understand the customer's specific needs 
--Self-motivated, professional, helpful, confident, and pleasant 
--Consistent: An effective agent will consistently maintain a friendly and professional attitude, regardless of the customer's attitude, the time of day, or any personal matters 
--You Believe You Can Make Things Better: With respect and courtesy you can demonstrate knowledge and help refine processes to ensure they are efficient and are the best path for the customer and the company
--Friends, Family, Professors, and Past Employers describe you as goal-driven, persistent, a quick thinker, self-motivated, always professional, and enjoy being helpful
--You enjoy your personal space at work, but also enjoy the camaraderie of co-workers and leaders who are part of an action-oriented diverse team 
--Life-long Learner: You yearn to learn via many different formats and contexts
--Confident: Your self-assuredness allows you to undertake problem-solving activities to find the right answers for customers
--Those with experience as a Mercari Buyer or Seller will be given priority consideration
A few requirements that will make you successful in this role:
--Must be 21 years of age or older
--An Associate Degree in a business-related field is preferred, or a strong work history in customer support
--Must type at least 25 WPM
--Must understand and use Windows and/or Macintosh operating systems
--Basic understanding of mobile technology (iOs and Android)
--Fast Texting Speed while always keeping it professional
--Experience with technology in a contact center environment is preferred, including CRM systems, Email, Texting, Chat, Social Media (Instagram, Twitter, Facebook, Slack, Salesforce, Zendesk, etc.)
--Excellent verbal and written English communication skills
--Highly motivated self-starter who can manage work autonomously, has exceptional organization abilities, with solid decision-making and problem-solving skills
--Following training, and a brief period of "nesting," we expect you to be proficient in product knowledge as well as all core support functions 
--Must be flexible in your work schedule: While you will have an assigned shift after training, we look for our team to pitch in during our marketing Shifts, which are assigned 24/7/365.


Medical, Dental, Vision, Life insurance, Paid Vacation, Paid Holidays

Fast-growth company with ongoing opportunities for development and promotion.

How To Apply:

Please submit your cover letter and resume to this link:


Please submit your cover letter and resume via email to:

[email protected]

If you have questions, please contact:
[email protected]
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