E-Commerce Customer Service Representative

This is a Full Time Job

The Criterion Collection is looking for an experienced customer service rep to provide exceptional service for our e-commerce website, manage back end operations, and work closely with our in-house sales team. We strive for stellar hands-on customer service and are looking for an enthusiastic and inspired addition to the team. As a representative of our brand, the ideal candidate should enjoy helping people to ensure they have a seamless shopping experience and be proactive and creative in problem-solving. Strong written and spoken communication skills are a must. Please note that while this job will start as primarily remote, it does require some visits to our Manhattan office, ultimately becoming a hybrid of remote and 2-4 days/week in-person.

Responsibilities:
-Provide customer service through e-mail communication with a focus on quickly and thoughtfully resolving customer issues
-Backup support for Criterion Channel, our streaming service, and be comfortable with using and learning technical troubleshooting language and steps
-Track trends in customer feedback and flag ongoing issues and requests for potential updates
-Proficient in and understand website admin tools and remote order management systems
-Customer support during annual sales and holidays when traffic and customer correspondence volume is at an all time high
-Research in-depth questions by using existing resources and contacting various other teams at Criterion
-Pull, pack up, and ship delicate elements like litho artwork and discs in a timely manner
-Maintain comprehensive knowledge of Criterion brand and products
-Collaborate and work in tandem with other support members, as well as sales and social media teams

Ideal candidate:
-1+ years prior e-commerce and customer service experience
-Excellent written and verbal communication skills
-Very organized, detail-oriented, and a quick learner
-Good at managing their time independently
-Proactive in offering assistance and collaborating with a team
-Enjoys problem solving and providing creative solutions
-Not afraid to ask questions
-Strong interpersonal skills and a sense of humor
-Able to work full time Monday - Friday 40 hours/week

About us:
Criterion is a New York-based company of around 70 people devoted to bringing a carefully curated library of international classic and contemporary films together with an audience of passionate movie lovers. With in-house departments devoted to design, editorial, image and sound restoration, production, and post-production, we produce a celebrated line of Blu-rays, 4K Ultra HD, and DVD releases; publish an online magazine, release new films and restorations in theaters through our partner company, Janus Films, and our streaming service, The Criterion Channel.
If you love movies and want a working environment where people really care about what they do, this might be the place for you. We offer a salary commensurate with experience along with medical and dental benefits plus 401K matching.