Customer Service Agent – E-commerce

Description: 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 Direct’s 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. Requirements: Qualifications Required High school diploma or equivalent; associate or bachelor’s 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.