Virtual Support Agent

Company: 111 Sign
Location: Remote (West Virginia, USA)
Employment Type: Full-Time
Salary: $26 - $29 per hour

Job Overview

111 Sign is a leading full-colour printing company dedicated to delivering premier products and personalised, all-in-one solutions for businesses across the United States. Utilising top-tier equipment, we specialise in a wide range of products, from flyers and outdoor banners to art prints and brochures. With a strong presence on major online platforms and a nationwide network serving over 3,000 businesses, we are expanding our team to include a dedicated and professional Virtual Support Agent. We are seeking a motivated individual to be the first point of contact for our diverse client base, ensuring a seamless and positive customer experience that reflects our commitment to quality and service.

Responsibilities

* Serve as the primary point of contact for customer enquiries via email, online chat, and other digital channels.
* Provide comprehensive information about our products and services, including custom printing, event planning, and exhibition setups.
* Assist clients throughout the ordering process, from initial query to final delivery, ensuring all specifications are met.
* Address and resolve customer issues, complaints, and queries in a timely, professional, and empathetic manner.
* Liaise effectively with internal teams, including design and production, to coordinate client projects and guarantee satisfaction.
* Maintain detailed and accurate records of all customer interactions and transactions within our CRM system.
* Proactively gather customer feedback to contribute to the continuous improvement of our services and products.

Qualifications

* Proven experience in a customer service or client support role, preferably within a remote or virtual environment.
* Exceptional written and verbal communication skills, with a keen eye for detail.
* Strong problem-solving skills and the ability to handle challenging situations with patience and professionalism.
* Excellent organisational and time-management abilities, with the capacity to work independently and prioritise tasks effectively.
* Proficiency in using standard office software and familiarity with CRM systems.
* Experience or a keen interest in the printing, graphic design, or event management industry is highly advantageous.
* Familiarity with e-commerce platforms such as Amazon and Etsy would be considered a plus.