Remote Email Customer Service Representative

Job Summary

Become an Email Customer Service Representative, work remotely, and set your own schedule!

As an Email Customer Service Representative, you'll be providing support to our client, FIGS', e-commerce customers.

FIGS is a direct-to-consumer healthcare apparel and lifestyle brand that celebrates, empowers, and serves current and future generations of healthcare professionals. FIGS is committed to helping these Awesome Humans look, feel and perform at their best - 24/7, 365 days a year. FIGS creates technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. In doing so, FIGS has redefined what scrubs are giving rise to the tag-line: why wear scrubs, when you can #wearFIGS.

You'll be interacting with FIGS' customers via email, answering product questions, providing order and shipping updates, and assisting with returns and exchanges. In the future, you may also be asked to support customers via phone and/or chat.

If you're professional, kind and empathetic, passionate about providing exceptional customer service, a skilled communicator, and fully comfortable using a computer and navigating across and within multiple systems, this is a great opportunity to help support healthcare professionals.

This remote, flexible opportunity pays independent contractors $12/hour.

What You'll Be Doing:
Provide customer service via email (In the future, you may also be asked to support customers via phone and/or chat)
Become an expert on FIGS' products
Review customer history as necessary
Follow policy and procedure guidelines
Assist customers with return and exchange requests
Provide customers with product information, including sizing and color options
Assist customers with questions related to promotions
Provide customers with order and shipping status updates
Leave every prospective and current customer feeling loved and valued
Identify and share trends in customer inquiries or issues with products
Document information and outcomes as necessary

About You:
At least one year of experience in a customer-facing role is required. The ability to schedule some night and weekend hours is strongly preferred.

In addition, successful FIGS Email Customer Service Representatives have the following characteristics:
Genuinely empathetic and able to bring kindness and compassion to every customer interaction
Ability to develop rapport
Enthusiastic, friendly, and outgoing
Passionate about helping healthcare professionals while maintaining a positive attitude
Willing to go above and beyond to help customers
Strong listening, problem-solving, and organizational skills
Excellent verbal and written communication skills
Ability to speak with a crisp, clear tone
Strong computer skills
Ability to navigate within and across different systems
Ability to keep documents organized
Ability to work efficiently within a fast-paced environment
Ability to understand and quickly apply process and procedure updates
Ability to troubleshoot by thinking outside the box
Ability to utilize feedback to improve systems and assist in developing a great customer experience

Your Home Office Environment:
To be an Email Customer Service Representative for FIGS, you will need a Windows PC. Chromebooks and Macs cannot be used. You will need a computer and equipment meeting the following specifications, at a minimum:

Internet: High-speed, hardwired internet (no Wi-Fi or satellite)
Operating System: Windows 10 (64-bit)
Processor: Intel Core
Memory: 8GB of RAM
Hard Drive: At least 500MB of free HD space
Monitor: Dual monitors, each capable of displaying at least 1024 x 768 pixels
Sound: Sound card (standard on most computers)
Virus Protection: Up-to-date anti-virus software
Headset: USB noise-canceling headset

Where NexRep Contracts:
NexRep contracts with people in 33 states. The only states we do not currently contract in are: AR, AZ, CA, CO, CT, DC, IL, MA, MD, ME, MO, NJ, NY, OR, RI, VT, WA, and WI. We do not currently contract with anyone outside of the US.

Remote and Flexible:
You'll be supporting FIGS' customers and making money from the comfort of your own home.
Plus, you'll enjoy flexible scheduling, where you use a self-scheduling platform to select when you work and when you don't. You'll have the freedom to schedule around your own needs, the needs of your family, and the important events in your life.

Hours of operation are 9:00 AM to 9:00 PM ET, Monday and 9:00 AM to 5:30 PM ET, Tuesday to Sunday. You'll choose your own schedule within those hours of operation. Weekday hours may sometimes be limited, however, making this an especially good fit for people looking for some weekend hours.

Pay and Perks:
This email customer service opportunity pays independent contractors $12 per hour.
Plus, your remote, independent contractor status allows you to work in the comfort from your own home - or anywhere in the US you can meet the office requirements.

You'll enjoy significant savings in expenses related to transportation, clothing, childcare or eldercare, and food. You may also qualify for home office tax deductions, but you should consult with an accountant to determine eligibility. In addition, you'll receive:

One-on-one mentorship:
Free certification and ongoing development opportunities
The freedom and flexibility to choose your own schedule, within the client's hours of operation
The chance to achieve better work-life balance

You'll also be able to take advantage of NexRep Perks, a program that recognizes the service provided by independent contractors to NexRep's clients and their customers via the NexRep Marketplace platform. With the NexRep Perks program, you'll have the opportunity to earn Perks points. As those points add up, you'll unlock access to Perks - exclusive discounts and savings on a variety of common expenses such as health and dental coverages, banking services, legal and technical support, and more!

Please note that NexRep is connecting independent contractors to exclusive discounts and savings opportunities and is not providing employee benefits nor establishing an employee benefit program. Each independent contractor makes their own decision whether to engage with a Perks Partner. NexRep receives no compensation in any form from the Perks Program.