Part-Time Customer Experience Representative

Temporary with potential for a permanent part-time position

M.LaHart is seeking an experienced, detail-oriented Customer Experience Representative to join our team on a part-time basis. This position will initially be temporary, with the possibility of becoming a permanent part-time role.

The Customer Experience Representative will respond to customer inquiries received through customer service platform, Gorgias, across email, chat, and other communication channels. The ideal candidate is a strong communicator who can provide thoughtful, accurate assistance and become comfortable navigating a broad assortment of personalized and officially licensed university products.

Schedule: Approximately 20 hours per week, with the potential for additional hours during our busy holiday season.

Location: This position may be fully remote. Candidates local to our Litchfield, Connecticut office are preferred for in-office availability.

Responsibilities include:

• Respond to customer service tickets through Gorgias in a timely, professional manner
• Assist customers with product questions, order status, personalization, shipping, returns, and other order-related needs
• Develop a strong working knowledge of our products, personalization options, production timelines, and customer service policies
• Research order and customer information as needed to provide accurate responses
• Coordinate with internal teams and associates to obtain order updates, resolve customer issues, and ensure accurate communication
• Escalate more complex issues appropriately
• Maintain a friendly, polished, and helpful tone across all customer interactions
• Provide phone support during business hours as needed

Preferred qualifications:

• Previous customer service or e-commerce customer experience
• Strong written communication and problem-solving skills
• Experience with Gorgias and Shopify strongly preferred
• Experience with NetSuite is a plus
• Experience working with AI tools in a customer service environment is helpful
• Ability to learn product information quickly and work independently
• Strong attention to detail and computer skills

Availability during regular business hours (9AM - 5PM EST) will be required with potential customer phone coverage.

Pay: $18.00 - $20.00 per hour

Expected hours: 20.0 – 30.0 per week

Work Location: Hybrid remote in Litchfield, CT 06759