Please read the Job Description.

We are looking for an enthusiastic person to join our outstanding customer service team and help Tom’s Key Company grow as a valued team member. The main focus of this role is to assist customers efficiently and effectively through phone, email, live chat, and any other communication channels required.

About Tom’s Key Company
Tom’s Key Company (https://tomskey.com) is a fast-growing online store that offers do-it-yourself spare car keys and remote fob solutions for vehicle owners across the USA and Canada. This helps customers save money compared to costly dealership prices for an additional key or remote.

Role and Responsibilities:
– Work remotely.
– Provide exceptional customer service that leaves customers impressed.
– Support customers in the USA and Canada who call or text by speaking with them on the phone or responding to their texts (we use Dialpad for texting and calls).
– Respond to customer inquiries (mainly via email and live chat) using helpdesk software (we use GrooveHQ, similar to Freshdesk or Zendesk).
– Before a sale: research and answer questions from potential customers.
– After a sale: provide great customer service by resolving issues, sharing order updates, and requesting reviews when customers have a positive experience.
– Handle administrative tasks such as entering new orders, screening incoming orders for issues, processing returns, updating data, and issuing replacements or refunds when appropriate.
– Perform basic Shopify tasks such as order fulfillment, canceling orders, editing orders, processing refunds, creating invoices, and generating discount codes.
– Share ideas to improve customer service efficiency and consistency.
– Monitor and respond on Tom’s Key Company social media accounts (Facebook, Instagram, YouTube), including messages, comments, and inquiries.
– Complete customer service admin and ad-hoc tasks as needed.
– Attend regular team meetings (typically twice per week).
– Work full-time (40 hours per week). Hours are flexible, but you must be available during US daytime.
– Coordinate schedules with other team members to ensure customer service coverage.

Qualifications:
– Native Spanish speaker.
– Fluent in English.
– 3+ years of customer service experience via phone and email.
– 3+ years of e-commerce customer service representative experience.
– Strong attention to detail.
– Excellent written and verbal English communication skills.
– Comfortable supporting customers in English by phone.
– Interest in automotive vehicles.
– Basic knowledge of and/or experience repairing cars, trucks, motorcycles, or other machinery/electronics, including troubleshooting and problem-solving.
– Experience with helpdesk and e-commerce tools such as: customer support platforms (e.g., GrooveHQ, Zendesk, Gorgias, or similar), and Shopify or Amazon Seller Central.
– Familiarity with G-Suite tools such as Google Drive, Google Docs, Google Sheets, Google Slides, and Google Meet.
– Ability to empathize with customers and understand their perspective while still considering business needs; willingness to make decisions within established boundaries.
– Strong problem-solving skills and ability to work independently.
– Eagerness to learn—training will be provided. As the company grows, there will be opportunities to learn with minimal supervision and to take initiative to research and learn new things.
– Reliable computer access and high-speed internet.