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Remote, US-based customer service associate for leading Airstream / RV accessory company
Want to work remotely and flexibly with a small entrepreneurially-minded company? Interested in serving an upscale customer base and working with products used by Airstream and other brand RV owners?
Please keep reading!
AIR GEAR is a leading designer, manufacturer, and seller of high-quality maintenance, safety, and upgrade solutions for Airstream and other brand RVs. We seek a positive-minded, administratively skilled person to handle customer service and product inquiries by phone and email (using the Gorgias ticketing system). The ideal person must be capable of learning product information about the mechanical and sometimes technical products we sell. Experience with an RV is a plus, but not required.
We are based in Tucson, AZ but the person we hire can live anywhere in the continental US that has Internet access.
General tasks include:
-Answer product questions by phone and email (in the Gorgias ticketing system).
-Obtain information or direct customers to our product pages, AI bot tool, pre-written macros, and Help Center articles.
-Escalate technical issues to our technical support staff.
-Process returns and refunds and replacements for product defects.
-Coordinate with the warehouse team about fulfillment issues as they relate to solving customer problems.
-Coordinate with our technical support / product manager on escalated issues.
-Assist with delayed or lost packages.
-File claims for lost packages with USPS and shipping carriers.
Desired skills/background
-Must have or be comfortable learning mechanical and technical product information. Please review our product mix. at to understand the types of products we sell.
-Must be able to write clearly with basic grammar and punctuation.
-Must have a high level of proficiency with email, Google docs, Zoom, GChat, and other online apps.
-Experience with Shopify or Gorgias is a plus, but not required.
-RV experience is a plus, but not required.
-Must have a pleasant demeanor and the ability to handle customers who may be upset about their lost package or defective item.
This job is 100% remote and the number of hours per week can vary depending on your availability, but we estimate these to be 12-15 hours per week. Our support team hours are Mon-Fri 9AM-5PM, but the time you put in during those hours is flexible and will be coordinated with others on the team so that there is sufficient coverage during all those hours. We also need someone to handle customer inquiries on Saturdays, on a limited basis. (A few hours, maybe less.)
Characteristics we value:
-Positive, can-do attitude
-Entrepreneurial mindset
-Follow through on what you promise, without our need to follow up
-Self-motivated to create your own organizational systems
-Willingness to learn and maintain deep knowledge about our RV accessories and products
Other
-We will provide all training on products, apps, policies, etc.
-This role is an independent contractor, 1099 position, with an hourly rate.
-We do not provide computer or other equipment, nor benefits.
-The ideal candidate will be a project-based independent contractor who already has the right equipment for a remote role like this one.
