Job Details

Seasonal Customer Support Agent

Summary
Are you passionate about delivering top-notch customer experiences? Do you thrive in a fast-paced, problem-solving environment? Revant Optics is looking for a Seasonal Customer Support Agent to join our team.

This is a temporary, seasonal role that is anticipated to begin in February and continue through approximately the end of September, with timing dependent on customer support demand and business needs. This is a remote position, though candidates must reside in Oregon to be eligible.

As a Seasonal Customer Support Agent, you will work closely with our Customer Support team and Customer Support Manager. You will serve as the first point of contact for customers by answering questions, resolving issues, and ensuring every interaction reflects our commitment to excellence. Whether assisting via phone, chat, email, or social media, your ability to communicate clearly and think on your feet will make a real impact. If you are excited to be part of a collaborative, customer-focused team, we would love to hear from you.

Essential Functions

• Offer support to customers through Gorgias, utilizing phone, chat, email, and social media to address their questions and concerns.
• Respond to customer inquiries promptly and professionally, utilizing templates and macros to effectively resolve issues.
• Provide comprehensive support for Amazon customer questions, including order processing, returns, exchanges, refunds, and reshipments.
• Manage Netsuite functions effectively, handling returns, exchanges, refunds, and reshipments to ensure a seamless customer journey.
• Meet or exceed personal key performance indicators (KPIs) for customer satisfaction and resolution rates.
• Perform additional duties as assigned, demonstrating flexibility and adaptability.
• Other duties as assigned

Revant offers a competitive compensation package including:

• $18.00/hour
• Eligible for the customer support bonus program
• Health, dental and vision benefits
• 401k with 4% company matching
• 40 hours of Paid Time Off
• Paid company holidays

About Revant

Revant is the largest and fastest-growing direct-to-consumer replacement lens company on the planet. We are dedicated to creating the most sustainable vision brand in the world by keeping eyewear in play. We are committed to evolving the eyewear industry with innovative and sustainable optical manufacturing processes and products designed to provide the best visual experience possible. Our dedication to making better products in a better way, and providing stellar consumer experiences, is fueled by the belief that the vision industry needs to focus less on flash and more on thoughtfulness.

Revant is committed to the principles of inclusion, diversity, and equity. We create community and build trust by fostering a culturally attentive organization. We reach out to diverse candidates who will contribute a range of perspectives, experiences, skills and ideas to how we work, our programs and our services to best serve, reach and reflect the rich diversity of the customers we serve.

Revant Values

Initiative

Empathy

Focus

Trust

Competencies

• Impeccable spelling and grammar, with the ability to maintain a minimum of 40 words per minute typing speed.
• Highly motivated, creative individual with a passion for customer service and a demonstrated ability to connect with customers.
• Strong problem-solving skills, with the ability to analyze customer issues and identify effective solutions.
• Exceptional multitasking skills, with the ability to manage multiple tasks simultaneously while maintaining attention to detail.

Education and Experience

• Minimum of a high school diploma or equivalent is required.
• Prior experience in customer service is preferred.
• Experience working remotely and/or in a startup setting is a plus.

Intangibles

• Demonstrates empathy and the ability to take initiative, showing a genuine interest in resolving customer concerns.
• Communicates with purpose and honesty, maintaining transparency and building trust with customers.
• Collaborates effectively with team members to deliver exceptional customer service, sharing knowledge and expertise.
• Continuously seeks opportunities to improve customer service processes and outcomes, demonstrating a commitment to innovation.
• Aspires to meet or exceed the standards of the world's best companies, setting high expectations for oneself and the team.
• Values community over capital, emphasizing the importance of customer satisfaction and loyalty.
• Always works to bring value to the customer, putting their needs at the forefront of every interaction.

Work Environment - Remote

You must reside within the state of Oregon to work remotely. While working remotely, you will need a quiet space that you can use to allow you to be present and focused during work hours. Revant is based in Portland, OR and has implemented a hybrid in office and work from home model. As a remote working employee, you have the option to work from the office whenever you would like to. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Proficiency with office equipment and computers
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to stand; walk; use hands to handle or feel; and reach with hands and arms.
• Some tasks may require moving around the work space, reaching for files, or accessing equipment, necessitating mobility and flexibility.

Travel

Travel to Revant HQ may be required for orientation and company All Hands meetings.

AAP/EEO Statement

It is the policy of Revant Optics to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Revant Optics will provide reasonable accommodations for qualified individuals with disabilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.