Customer Support Associate, Catch Co

• 1-2 years of customer service/customer facing experience (call center experience is a plus)
• A love of fishing and a strong knowledge of fishing techniques and products
• Associate's Degree or higher
• Strong listening, verbal, and written communication skills
• Excellent organizational skills and strong attention to detail
• Ability to manage multiple priorities
• Familiarity with Microsoft Office, HelpScout, Zendesk, and Just Call is a plus

Desirable

• Catch Co. is looking for a Customer Support Associate who is passionate about fishing and motivated to improve our overall customer experience
• When our customers have questions, requests, issues, or suggestions about our services, they turn to our Customer Support team for answers
• The Customer Support Associate acts as the direct link between Catch Co. and our existing and potential customers by providing specific information about the services and products we offer
• This position will also closely assist the Senior Customer Support Manager in evaluating and improving the customer experience by analyzing order fulfillment trends and operational enhancement opportunities
• Respond to and resolve customer support inquiries through email, phone, live chat, SMS, and social media channels
• Manage customer accounts and troubleshoot customer issues using our online eCommerce platform
• Report and analyze customer inquiries for identifiable patterns to improve our service and overall customer experience
• Assist the team with high complexity customer inquiries
• Suggest products that will help enhance the customers' fishing experience
• Help create the best possible customer experience by using data and collaborating cross-functionally across internal teams