Email/Chat Support Specialist

This is a remote position.

Job Title: Email & Chat Support Specialist

Location: United States (Remote)

Employment Type: Full-Time / Part-Time

Department: Customer Support

Job Summary

Southland Organics is seeking an Email & Chat Support Specialist to provide professional customer support through digital communication channels. The role focuses on responding to customer inquiries, resolving issues efficiently, and maintaining accurate records within CRM systems. This position supports customer satisfaction, retention, and operational efficiency in a remote environment.

Key Responsibilities

• Respond to customer inquiries via email and live chat in a timely and professional manner
  

• Provide accurate information regarding products, services, orders, billing, and company policies
  

• Resolve customer issues and escalate complex cases to appropriate internal teams
  

• Document all customer interactions, resolutions, and feedback in the CRM system
  

• Follow established customer service procedures and response guidelines
  

• Maintain service-level agreements (SLAs) and response time standards
  

• Assist with updating FAQs and internal support documentation
  

• Stay current on company products, services, and sustainability initiatives
  

Required Qualifications

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
  

• Previous experience in email and chat customer support or customer service roles
  

• Strong written communication and documentation skills
  

• Proficiency with CRM software and ticketing systems
  

• Ability to multitask and manage multiple customer conversations simultaneously
  

• Strong problem-solving and conflict-resolution skills
  

• Reliable internet connection and ability to work remotely
  

• Flexible availability based on business needs
  

Preferred Qualifications

• Experience in environmental services, sustainability, or related industries
  

• Familiarity with remote customer support environments
  

• Basic knowledge of customer service metrics (CSAT, SLA, response time)
  

Benefits

• Competitive compensation with performance incentives
  

• Health, dental, and vision insurance
  

• Paid time off and holiday leave
  

• Professional development and growth opportunities
  

• Remote work flexibility
  

• Employee discounts on Southland Organics products and services
  

Equal Opportunity Statement

Southland Organics is an equal opportunity employer. All employment decisions are based on qualifications, experience, and business requirements.