Customer Service Representative

BuildASign aims to make it easy and affordable for people to share their message or tell their story with custom and personalized products. We continuously innovate and improve to provide customers with exceptional value and an experience that fosters a long-lasting relationship. The Austin, Texas-based organization has grown since the company’s inception in 2005 to include more than 700 employees. BuildASign also operates EasyCanvasPrints.com and AlliedShirts.com. 

We’re committed to building a team where talented people can do meaningful work, continue developing their skills, and contribute new ideas. As BuildASign continues to grow, we’re looking for people with different experiences and perspectives who can help us make our products and customer experience even better.

Position Overview: 

The Customer Service Representative provides support to customers across assigned queues, brands, or accounts. This role is focused on delivering a white-glove customer experience by developing strong knowledge of the products, services, processes, promotions, and customer needs within their assigned area. This person should be customer-focused, detail-oriented, comfortable navigating complex situations, and committed to creating an outstanding experience with every interaction. 

Key Responsibilities:

• Deliver an outstanding experience that makes customers feel heard, valued, and supported. 

• Serve as a knowledgeable resource for customers within assigned brands, accounts, products, or areas of specialization. 

• Develop and maintain in-depth knowledge of assigned websites, products, services, promotions, production processes, customization tools, order processes, and delivery expectations. 

• Provide support to customers through phone and email and other designated communication channels. 

• Troubleshoot and resolve order, product, website, delivery, and other customer concerns, including situations that may require additional research or coordination. 

• Partner effectively with internal teams to resolve customer needs and ensure a seamless experience. 

• Accurately document customer interactions, actions taken, commitments made, and relevant follow-up. 

Desired Outcomes:

• Meet or exceed established performance goals.

• Meet established productivity and adherence expectations.

• Consistently demonstrate ownership and one-contact resolution whenever possible.

• Deliver a consistent, high quality experience across assigned queues, brands, or accounts.

Key Qualities and Skills:

• Customer service-orientation – be warm, personable, courteous, and solution-focused.

• Excellent attendance is essential – we need you here to provide an outstanding experience for our customers.

• Organization and strong attention to detail

• Excellent problem-solving skills.

• Success in a fast-paced environment and ability to multi-task.

• Internet and computer savvy.

• Ability to work well in a team.

• Hustle and urgency without sacrificing customer service – your goal is to deliver one contact resolution to customers.

• Ability to effectively communicate across all departments about customer needs, product availability, process, purchase orders, etc. 

Qualifications/Requirements:

• Minimum of 1 year of customer service experience, preferably in a call center or other high-volume customer support environment. 

• Proven ability to manage multiple priorities in a fast-paced environment.

• Strong written and oral communication skills, including spelling and grammar.

• Demonstrated professionalism and customer-focused mindset.

• Ability to learn and retain detailed product, account, and process information.

• This position is remote - a quiet, distraction-free workspace is required.

• Must reside in Jamaica.