Senior Customer Service Representative

SmartphonesPLUS is a fast-growing leader in the electronics trade-in and reuse industry, operating one of the most trusted and widely used online trade-in platforms in the country. We make it simple for individuals and businesses to turn in their used smartphones, tablets, laptops, and other tech for into cash while reducing e-waste.

Our mission is to power the circular economy by extending the life of devices and promoting a more sustainable future. Every device we resell helps keep harmful materials out of landfills and puts technology back into the hands of those who need it.

Rooted in the core values of integrity, exceptional service, and fair pricing, SmartphonesPLUS is committed to delivering a seamless, eco-friendly experience that prioritizes transparency and customer trust. Since day one, we've been focused on making a meaningful impact, not just in the way people recycle their tech, but in how we redefine the value of used electronics.

Job Description
The primary responsibility is to respond to customer inquiries, escalations, issues, and refund requests while ensuring prompt and professional support through ecommerce marketplace messaging, email, chat, and phone calls. This role also focuses on implementing efficient service processes, maintaining high customer satisfaction, customer outreach, and supporting order accuracy and fulfillment.

This position is ideal for someone who enjoys helping people, pays close attention to detail, and is motivated by achieving goals and creating happy, long-term customers.

Duties and Responsibilities:

• Respond to pre and post-sale inquiries and ensure accurate, timely responses to product questions that drive conversions.
• Identify opportunities to upsell or cross-sell based on customer needs and order history.
• Partner cross-functionally with departments like sales, operations, and fulfillment to enhance quality and improve end-to-end processes.
• Use data and team feedback to evaluate support performance and recommend improvements to increase efficiency and customer satisfaction.
• Solve problems with creativity, critical thinking, and timely execution.
• Collaborate with marketing and sales teams to implement promotions and offers that improve conversion rates.
• Support company-wide initiatives and carry out other duties as assigned.

Qualifications:

• Associates degree in Business, Communications, Marketing, or related field (or equivalent experience).
• Available to work Monday – Friday 8:00 am – 4:30 pm CST.
• Strong written and verbal communication skills with a professional and empathetic demeanor.
• Highly organized and self-motivated, with excellent time management skills.
• Strong analytical and judgment skills with a solutions-oriented mindset.
• Comfortable working cross-functionally with various teams and departments.
• Demonstrated adaptability and ability to learn and implement new tools and processes.
• Proficient in Google Workspace (Docs, Sheets, etc.) and experienced in CRM/ticketing systems (e.g., ZohoDesk, Salesforce, Zendesk).
• Strong data entry, reporting, and analytical skills to track and assess team performance and KPIs.
• Familiarity with sales funnels, ecommerce sales metrics, and conversion tracking.
• Ability to balance customer satisfaction and revenue growth by identifying win-win solutions.

What We’re Looking For:

• 3+ years of experience leading customer support or service teams, with a proven track record of success.
• Familiarity with customer satisfaction metrics, service-level agreements (SLAs), and team performance tracking.
• Strong problem-solving skills with the ability to thrive in a fast-paced, ever-changing environment.
• Sales acumen with the ability to identify and close customer sales opportunities.
• Experience managing or contributing to ecommerce sales pipelines through support interactions.

Job Type: Full-time

Pay: Up to $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Expected Pay?

Education:

• Associate (Preferred)

Work Location: In person