Customer Support Expert

Redwood Outdoors is an exciting e-commerce company that specializes in luxury Outdoor Saunas and Cold Plunge Tubs. We are looking for a detail-oriented, self-motivated individual to join our Customer Support team. If you’re passionate about providing excellent customer service, have a strong understanding of product information, and enjoy helping customers through every step of their journey, this is the perfect role for you!

What You'll Do in the Role:
• Product Expertise: Become an expert in our premium outdoor saunas and cold plunge tubs, helping customers understand the technical details and benefits of our luxury products. You will provide thorough information to guide customers from purchase to their first use.
• Technical Support: Offer top-tier support by troubleshooting customer issues and offering technical assistance related to product setup, operation, and maintenance. Ensure that customers are confident and satisfied with their purchase.
• Customer Journey Support: Support our customers throughout their entire experience—after purchase, through delivery, and all the way to their first use. You will handle customer inquiries, resolve challenges, and ensure that every interaction reflects the high standard of our luxury brand.
• Seamless Delivery Experience: Coordinate closely with our warehouse, shipping partners, and product teams to ensure timely, efficient, and hassle-free delivery. Follow up with customers to confirm successful installation and satisfaction with their purchase.
• Problem Solving: Approach challenging customer situations with a problem-solving mindset, providing quick and effective solutions that enhance customer satisfaction. You will become a key part of ensuring that every Redwood Outdoors customer has an exceptional experience.
• Customer First Attitude: Maintain a customer-first attitude in all interactions, acting as a representative of Redwood Outdoors by delivering empathetic, professional, and personalized service.

What You'll Need for the Role:
• Previous experience in customer support or technical service roles
• GED or High School Diploma (Bachelor's degree or equivalent experience preferred)
• Excellent communication and relationship-building skills, with a focus on technical product information
• Strong written and verbal communication skills
• Comfortable learning and using software applications required for customer support
• Regular and reliable attendance is an essential function of this position

Work Schedule:
• 5 days per week between the hours of 7am-5pm ( including weekends) for a 40 hour work week.
• Schedule will include some holidays at double pay.

Work Location:

Onsite during the week at 20730 72nd Ave S, Kent, WA 98032

Weekends work from home

Compensation:

As required by various pay transparency laws, we share a competitive range of compensation for candidates hired into this position. However, pay is influenced by factors specific to applicants, including but not limited to skill set, level of experience, and certification(s).
• Base Hourly Rate: $30 per hour plus performance incentives

On-Target Earnings (OTE) $70,000

Benefits:
• Comprehensive health benefits package, including medical, dental, vision, life coverage, and short-term disability
• 401k Match
• Catered lunch on Mondays and Wednesdays
• Paid time off, including vacation and sick days
• A dynamic and supportive work culture focused on teamwork and success

Industry:

Retail Health and Personal Care Products

Employment Type:

Full-time

Redwood Outdoors is an Equal Opportunity Employer. Our policy is clear: there shall be no discrimination based on age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We actively promote equality of opportunity for all with the right mix of talent, skills, and potential. We welcome applications from a wide range of candidates, and selection will be based on individual merit alone.

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