Full time Onshore Customer Service Agent for a Floral E-commerce Company

Customer Service ·

Role Title: Onshore Customer Service Agent (Phone, Chat, & Email)

Is This YOU? Then We Want to Meet You Are you an empathetic, patient, and tech-savvy customer service professional who thrives in a fast-paced environment? We are looking for a solutions-oriented Onshore Customer Service Agent to represent a premium US-based floral and gifting brand. In this role, you will be the warm voice and helpful guide for customers celebrating major milestones, ensuring every interaction - whether via phone, email, or chat is handled with care and excellence.

Snapshot

- Hiring Budget: To be discussed / Disclosed during screening
- Schedule: Full-Time (Monday - Friday, 11:00 AM - 8:00 PM ET)
- Work Type: Full time

Requirements

- 2-4 years of proven customer service experience in a fast-paced, multi-channel environment (Phone, Email, Live Chat, Social Media, WhatsApp).
- Onshore-based with availability to work Monday - Friday, 11:00 AM - 8:00 PM ET.
- Proficiency with Zendesk (helpdesk platform) and familiarity with phone systems (e.g., Aircall), payment troubleshooting tools (e.g., Authorize), and delivery tracking dashboards.
- Exceptional verbal and written communication skills with strong active listening capabilities.
- Robust ability to multitask, manage multiple channels simultaneously, and perform under pressure.
- Sharp troubleshooting instincts paired with a calm, positive, and patient personality.
- A natural love for flowers, gifting,



and helping people celebrate special moments is a major plus

What you'll do

- Respond to customer inquiries across phone, email, live chat, WhatsApp, and social media in a timely, professional, and empathetic manner.
- Take orders over the phone, execute necessary order modifications, coordinate directly with shipping/fulfillment, and resolve payment-related issues.
- Actively listen to customer needs, identify core issues, and resolve inquiries with careful deliberation - respecting the emotional nature of gifting.
- Follow established communication scripts, procedures, and campaign SOPs while accurately documenting interactions in internal systems.
- Escalate complex issues or high-priority complaints to leadership according to established escalation protocols.

Success looks like

- Consistently meeting or exceeding quality standards, attendance expectations, and schedule adherence.
- Maintaining a high first-contact resolution rate while upholding brand-aligned empathy and warmth.
- Efficiently cross-navigating multiple support tools and dashboards without compromising response accuracy.
- Demonstrating high emotional intelligence and calm composure during peak gifting periods and complex order resolutions.

Tech Checklist - Gotta Have It A reliable computer (at least with Windows 10 and i5 processor), a stable high-speed internet 100 MBPS connection and back up for both. A quiet, cozy workspace to handle calls and chats like a pro.

📌 Full time Onshore Customer Service Agent for a Floral E-commerce Company (Mississauga)
🏢 LTVplus
📍 Mississauga