BW Retail Solutions is in need of a full-time Customer Service Representative at our Chesterfield, MI location.

About BW Retail Solutions
Founded in 2017 as a joint venture between two Michigan based, family-owned corporations, BW Retail Solutions has become an industry leader in ecommerce brand management and operational logistics. In only a few short years, we have grown from a small startup operation to more than 100 employees responsible for executing over one million consumer transactions annually.
At BW Retail Solutions, we feel the sky’s the limit for our dedicated workforce to grow personally and professionally. We surround ourselves with like minded individuals to encourage creative thinking and foster an environment filled with initiative, respect, and support.

BW Retail in the news: https://www.youtube.com/watch?v=jupNmKcgPrk
Company website: www.bwretail.com

As a Customer Support Representative in the powersports and lawn care equipment industry, you will be helping our customers with product questions, navigate our sites, and assist with order inquiry or placement. Our Customer Support Representatives don’t require a script to help our customers because they truly care and are empathetic to the customer’s needs.

Why You'll Love Working Here

You will be a part of an industry-leading company where you will continuously be surrounded by a team of positive, energetic leaders that care about their staff and want to see you succeed. Our competitive benefits package and culture at BW Retail are just a few of the many things that sets us apart.

• 100% Employer Paid Medical Health Insurance, Dental, Short Term Disability and Life Insurance
• Additional Voluntary Benefits Offered (Vision, Long-Term Disability and Additional Life Insurance)
• 401(k) plan, plus company matching contribution
• Paid time off package offered, in addition to six annual paid holidays
• Tuition reimbursement program
• Opportunity for Annual Profit Sharing and Performance Based Bonuses
• Employee events hosted throughout the year - from lunches to team-building events to golf outings to the annual company holiday party
• Work culture that promotes continuous learning and development
• Employee Referral Bonus Program
• Employer Provided Asset Health Wellness Program activities offered to earn HSA Contributions & prizes

What You'll Be Doing

• Communicate clearly and effectively with customers via phone, chat, and email using an internet-based ticketing system.
• Assist small engine, lawn and garden, and/or powersports customers with placing orders, tracking shipments, handling returns and warranty issues, and any other ecommerce style customer service needs.
• Follow up and complete customer inquiries, while multitasking between multiple computer programs and operations.
• Maintain and troubleshoot website technology competently to ensure customers have the best experience ever.
• Communicate with other departments quickly and accurately via Google Workspace systems (Gmail, Gchat, Docs, Sheets, Forms) to relay information back to the customer.
• Identifying, investigating, and reporting emerging and trending issues affecting our customers
• Resolve customer related issues as they arise, on a personalized basis to provide the utmost customer experience.
• Attend department meetings and trainings in the office as necessary.
• Additional responsibilities as they may arise.

What We'll Need From You

• Minimum of one year in a customer service related field in an e-commerce environment or three years of experience in a customer service role in an office work environment.
• Good verbal and written communication skills.
• Basic computer skills and willingness to learn new systems
• Detail-oriented
• Passionate about providing excellent customer service
• Comfortable working in a start-up business environment, creating processes from scratch and implementing changes often.
• Secure remote work environment, free from distractions, that includes access to high speed internet.
• Google Workspace products knowledge and use (Gmail, Google Docs, Sheets, Forms), is preferred.
• Interest in small engine, lawn and garden equipment, and off-road machines is a plus!
• Ability to read schematics is a plus!

When You’ll Be Working

Our goal is to provide our customers with the best possible service. In order to do this, we are looking for fun and hardworking people who have a passion for customer service, an innovative mindset, and availability to work the shifts needed to serve our customers.

Customer Service Representatives' typical 40 hour work week requires availability to work a 8-9 hour shift 5 days per week, Sunday through Saturday, scheduled between the hours of 8am - 8pm.

Weekend availability is a must to allow us to deliver excellent service to our customers in a timely manner. Weekend shifts include two days off during the week.

Training requirements - this is a hybrid position that requires in office training to be completed Monday through Friday, from 9am - 6pm. Upon satisfactory completion of training and being approved to work remotely, the typical CSR Hybrid work schedule will apply to allow working up to 3 days per week remotely and 2 days per week in office.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekend availability

Work setting:

• Call center
• Hybrid remote
• In-person
• Office

Ability to commute/relocate:

• New Baltimore, MI 48051: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: Hybrid remote in New Baltimore, MI 48051

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