Customer Service Representative

The Role:
 
Minted is a design marketplace, sourcing creative content from independent artists around the globe and selling the best designs to the world in the form of art, home decor, and stationery. We are looking for Customer Service Representatives (CSRs) to join our team and provide outstanding service to our customers.
 
CSRs use their problem-solving and people skills while working directly with our customers to address their questions through multiple channels – phone, email & live chat. Reporting to a Customer Service Team Supervisor, CSRs have excellent written and verbal communication skills and are savvy in working with a variety of systems and technology. Minted CSRs are exceptionally patient, empathetic, and passionate team members whose #1 objective is to offer the best experience possible for any customer. Our operation is open 7 days per week, and candidates must be available to work evenings and weekends. The hours & schedule for the role are variable.

You will:

• Respond to calls, emails, and live chats from customers in accordance with our policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace
• Provide customers with support about Minted products and promotions, as well as general order information; provide assistance with processing orders and customizing designs
• Identify and escalate priority issues that need immediate attention
• Document customer interactions thoroughly and accurately in our CRM, while following departmental policies
• Use support tools & training, including our knowledge base, to respond to inquiries and ensure our customers’ satisfaction and a high-quality service experience
• Identify opportunities for improving the customer experience and share those with Customer Service leadership
• Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs

You are:

• Able to positively and efficiently resolve customer concerns and prioritize multiple tasks in a fast-paced, high-volume environment
• Able to take direction and quickly learn new procedures, processes, and products
• Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
• Comfortable using technology; familiarity and experience with eCommerce a plus
• Able to reliably meet a required flexible/variable hour work schedule, including weekends, based on business needs, and adhere to the company attendance policy

You have:

• A Bachelor’s degree or equivalent work experience
• 1+ years of experience working with customers (preferably at a premium brand)
• Excellent written and verbal communication skills
• High attention to detail, are organized, and able to follow through
• Experience with Salesforce or other CRM software is a plus

Compensation:    The compensation range for the role applies to employment offers from Minted. Our employment offers fall between the minimum and midpoint of the range to allow for continued salary growth during your employment at Minted. The upper half of the range accommodates this growth and supports our intention to create an environment that encourages lasting relationships between Minted and our employees. Minted utilizes a market-based compensation model with four geographic tiers. Final compensation is determined based on the candidate’s primary work location, defined as their residence within 60 miles of a metropolitan area:   Geo 2: Boston, MA; Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $19.19/hr - $25.19/hr Geo 3: All other U.S. metro locations - $17.62/hr - $23.12/hr   Salaries will vary based on various factors, including but not limited to professional and academic experience, associated job responsibilities, and/or other business or organizational needs.   Benefits:  Benefits will be effective on the first of each month following your initial hire date.    - Medical, Dental, and Vision Benefits - Employer Funded Health Savings Account - 10 Paid Holidays - Paid Time Off and Sick Leave - Paid Parental Leave - Monthly Gym/Wellness Reimbursement - 401(k) retirement savings plan - Employer Funded Commuter Benefits - Employee Discount - Friends and Family Discount   DISCLAIMER:  We verify identity at the start of interviews to ensure fairness and security. We reserve the right to withdraw candidates who misrepresent their identity, experience, or qualifications at any stage of the process.   Notice of AI Use in Employment Decisions:  We use AI-powered tools, including Brainner AI, to support our hiring and employment processes. These tools help assess job-related qualifications