Customer Service Agent – E-commerce

Position Summary

Action Industries is seeking an energetic detail-oriented Customer Service Agent to support the growth of Action Direct our direct-to-consumer e-commerce channel for garage door and access control parts.

This role is ideal for a motivated recent college graduate or entry-level candidate who enjoys helping customers solving problems learning technical products and using modern platform-based technology. The Customer Service Agent will support customers through live chat phone calls voicemails e-mail tickets and follow-up workflows while also serving as an extension of the marketing team by helping improve product content FAQs help-center articles reviews and customer experience insights.

The goal of this role is simple: help customers find the right product complete their order and feel confident buying from Action Industries.

Our purpose is simple: We Keep Doors Moving.

Our team lives the J.U.I.C.E. values: Jacked Uplifting Innovative Customer-Focused and Energetic.

Key Responsibilities

Customer Support & Sales Assistance

• Respond to customer inquiries through live chat tickets phone calls and voicemails.
• Help customers with product selection/fitment and order placement support.
• Use a chat-first mindset while supporting phone calls for high-intent buyers escalations or complex product questions.
• Follow up on abandoned incomplete or unresolved inquiries to help improve conversion and customer satisfaction.
• Identify dealer distributor or larger commercial opportunities and route them to the appropriate Aftermarket Sales contact.

Product & Technical Resourcefulness

• Learn Action Directs core product categories including weather seals thresholds brush seals retainers garage door hardware operators remotes and related parts.
• Use internal tools product listings documentation and team resources to help customers identify the right product.
• Escalate complex technical questions appropriately while helping capture answers for future use.
• Contribute to a growing internal help center knowledge base by documenting common questions customer pain points and repeat product-fitment issues.

Marketing & Content Support

• Help identify gaps in product listings instructions FAQs and website content based on customer questions.
• Support the creation of help-center articles macros product Q&A responses and self-service content.
• Assist with review monitoring response drafts and customer feedback routing.
• Share customer insights with the e-commerce team to improve product pages site search email content and conversion paths.
• Support marketplace customer inquiries and compliance responses as needed for Amazon Home Depot Menards and eBay.

Systems Reporting & KPIs

• Work daily in customer service technology platforms (i.e. Zendesk)
• Accurately tag categorize and disposition customer interactions.
• Support KPI tracking around:
  • First response time
  • Resolution time
  • Chat and ticket volume
  • Call answer/callback performance
  • CSAT/customer satisfaction
  • Revenue attribution and conversion assists
• Participate in monthly quality reviews of calls chats voicemails and tickets for tone accuracy helpfulness and sales intent.

Qualifications

Required

• High school diploma or equivalent; associate or bachelors degree preferred.
• Strong written and verbal communication skills.
• Comfortable speaking with customers by phone and writing clear chat/email responses.
• Detail-oriented with strong follow-through.
• Positive solution-oriented attitude.
• Ability to learn technical products and ask good questions.
• Comfortable using technology online systems and AI-assisted tools.
• Willingness to document processes customer questions and improvement ideas.

Preferred but Not Required

• Customer service retail e-commerce sales support or call center experience.
• Experience with Zendesk Shopify/BigCommerce Amazon Seller Central live chat or similar platforms.
• Interest in marketing e-commerce product content SEO or customer experience.
• Familiarity with garage door hardware construction home improvement or trade-related products.

Ideal Candidate Profile

The right person for this role is:

• Customer-focused: patient helpful and committed to making the buying process easy.
• Resourceful: willing to research ask questions and find the right answer.
• Tech-comfortable: able to learn tools quickly and use AI responsibly to work smarter.
• Detail-driven: understands that small errors can affect orders trust and revenue.
• Curious: interested in learning products customer behavior and e-commerce operations.
• Collaborative: able to work with Marketing Admin/Tech Support Operations and Finance teams.
• Growth-minded: eager to build skills and contribute beyond basic customer service.

Success Measures

Success in this role will be measured by:

• Timely and professional responses to chats calls voicemails and tickets.
• Improved customer satisfaction and consistent brand tone.
• Accurate product guidance and reduced avoidable returns/cancellations.
• Strong ticket documentation and clean disposition tracking.
• Contribution to revenue attribution through supported orders and conversion assists.
• Help-center/macros/content ideas created from recurring customer questions.
• Positive collaboration with the e-commerce team.