Customer Support Representative (On-Site Req; 1-yr Customer Service & Ecommerce Exp Req)

• **About Us:**
• Top Greener is a leading provider of innovative wiring devices, lighting controls, and smart home products. Based in Irvine, CA, we are dedicated to empowering homes and businesses with high-quality, user-friendly, and energy-efficient solutions. Join our team and contribute to crafting the future of smart living.
• **Position Summary:**
• We are seeking a detail-oriented and customer-focused Customer Support Representative to serve as the first point of contact for customer inquiries, orders, returns, and product-related support across multiple communication channels. This role combines customer service responsibilities with operational and documentation support, including maintaining product listings, FAQs, and customer-facing content using internal templates and AI-based tools.
• The ideal candidate is organized, dependable, tech-savvy, and comfortable working in a fast-paced environment. This position requires strong communication skills, attention to detail, and the ability to review and manage information accurately while collaborating with internal teams to support a high-quality customer experience.
• **Key Responsibilities:**
• ***Customer Service & Support:***
• Provide exceptional support via phone, email, and live chat.
• Assist customers with order placement, order tracking, product information, troubleshooting, and general inquiries.
• Handle returns, exchanges, and warranty claims in accordance with company policies.
• Track shipments, resolve delivery issues, and coordinate with logistics partners.
• Process online sales orders efficiently and accurately while maintaining up-to-date records.
• Manage customer accounts, ensuring secure handling of payment and contact information.
• Document and follow up on customer interactions to ensure timely resolution and satisfaction.
• Identify recurring customer issues and communicate feedback to internal teams to help improve customer experience and support processes.
• Participate in initiatives to improve customer support services.
• ***Product & Operations Coordination:***
• Create and maintain product listing information, FAQs, and support documentation using internal templates and AI-based tools, ensuring content is accurate, organized, and customer-friendly.
• Review and verify AI-generated content for accuracy, consistency, formatting, and alignment with company standards before publication.
• Collaborate with product and technical teams to communicate customer feedback and support ongoing improvements to products, documentation, and customer experience.
• Use CRM and AI-based tools to manage customer tickets, analyze service trends, and enhance response quality.
• Support internal operational projects and process improvements related to customer service, product information management, and overall customer journey.
• ***Front Desk & Office Support:***
• Welcome and assist visitors, clients, and vendors in a professional and courteous manner.
• Answer and route incoming phone calls, emails, and inquiries to appropriate departments.
• Assist with general administrative and office coordination tasks to support daily operations.
• Support office organization, supply management, mail handling, and meeting coordination as needed.
• **Requirements and Qualifications:**
• Proficiency in English (verbal and written) required.
• Associate degree in business, communications, or related field; or equivalent professional experience.
• 1–3 years of experience in customer service, ecommerce support, or a related administrative role.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Experience with CRM systems (e.g., Zendesk, Desk, or similar) preferred.
• Comfortable using digital and AI-based tools for communication, data tracking, and content management.
• Able to review, verify, and maintain accurate information across customer communications and product-related content.
• Self-motivated, dependable, and able to work both independently and collaboratively in a fast-paced environment.
• Professional, proactive, and customer-focused attitude.
• **Pay Rate:** $20-$23/hour. Negotiable.
• Job Type: Full-time
• Pay: $20.00 - $23.00 per hour

Benefits

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

Experience

• E-commerce: 1 year (Preferred)
• Customer support: 1 year (Preferred)
• Language:
• English (Required)
• Ability to Commute:
• Irvine, CA 92614 (Required)
• Work Location: In person