Join our Team
Customer Care Specialist
The Goulet Pen Company is hiring a Customer Care Specialist! As an extremely customer-focused online fountain pen business, we’re looking to grow our extraordinary customer service team. We’re looking for a special person who can create a personal experience with our customers by acting as a product ambassador, recommending products, and troubleshooting product issues in a variety of channels. The goal of this position is to provide the same level of service as if our customers were interacting with us face-to-face. You'll become a wealth of knowledge to empower both new and well-educated customers with information about our products, and provide friendly and helpful advice.
What you’ll do:
--- Receive, process, and verify the accuracy of orders, both online and over the phone, using our internal web-based system.
--- Write a personal, handwritten note on all outgoing customer invoices.
--- Respond enthusiastically to customer questions about products and order-related issues. This might be over email, phone, or LiveChat on our website.
--- Write in a conversational and professional style and produce error-free correspondence.
--- Develop a robust knowledge of our fountain pen product offerings.
--- Help to develop and maintain customer service standards, policies and procedures.
--- Use judgment to make decisions regarding product returns or troubleshooting, upholding our company policies and values while maintaining empathy for our customers.
What type of person are we looking for?
--- Excellent writing skills. Typos and improper grammar can completely undermine our credibility, so quality writing is important.
--- People lover. You need to love people, especially communicating one-on-one and building relationships. You're going to be on the front lines, answering the phone and responding to emails, so we're looking for someone who exudes positivity, empathy, and patience.
--- Attention to detail. You'll be responsible for keeping track of incoming orders to be processed, making sure the payment and address info is complete, all customer special requests are identified, etc. We'll look to you to make sure nothing falls between the cracks, and stay focused amidst a busy work environment.
--- Totally team-oriented. We expect everyone to rotate roles and work as a team to be as efficient as possible, which requires excellent interpersonal communication. Empathy for your team members is critical for the success of the whole company.
--- Incredibly flexible. Things change on a daily basis around here. We may be slammed with orders one day, and slower on the next. You'll be responsible for prioritizing your own time and making sure our customers' expectations are met.
--- Fountain pen knowledge. You must be willing to learn all about fountain pens (don't worry, we'll teach you!). It's almost preferred if you don't know much, because you'll get to go through the learning process just like our customers do.
This is a full-time position, 40 hours/week, Monday through Friday, 8am to 5pm. Pay will start at $15/hour, with full benefits including paid vacation and holidays, health/dental insurance, long-term disability and life insurance, 401(k) plan with a company match, and tons of other fun perks!
Our office is located in Ashland, Virginia. We are right off of Lakeridge Pkwy, which is very close to I-95 at exit 86B. We're a mile or two north of Virginia Center Commons, and less than a mile south of the Bass Pro Shop, so there are lots of great food options nearby (and a whole new outlet mall being built up the road too!). You must be local, or willing to relocate at your own expense within the very near future, as we need someone available to start as soon as possible.
To get a better idea of what The Goulet Pen Company is all about, be sure to check out our About Us page to learn more about who we are, the history of our company, and most importantly, our company values.
Do you see yourself being the perfect fit for this position? If yes, then please send your résumé and cover letter to Sam Vaughn at firstname.lastname@example.org. We look forward to hearing from you!