Customer Service Representative

Role Overview We're looking for a part-time Customer Service Representative to manage customer inquiries primarily via email, with occasional phone support when a customer specifically requests it (this is not a call-center role — no inbound call queue). You'll also process warranty/damage claims submitted through our WordPress site and coordinate parts requests with our warehouse. This is a flexible, remote role requiring approximately 1-2 hours per day. Responsibilities - Respond to customer complaints regarding product issues - Handle occasional phone calls when a customer requests to speak with someone directly - Review and process customer claims submitted through our WordPress claims form (e.g., damaged/defective products, missing parts) - Request replacement parts from the warehouse based on approved claims and track fulfillment, share tracking with customer - Troubleshoot basic product issues (assembly, sizing, accessories) using provided product guides - Process or escalate return/exchange requests according to company policy - Track and follow up on open tickets and claims to ensure timely resolution - Flag recurring issues or product feedback to the team - Maintain a friendly, professional, and brand-appropriate tone in all communications Requirements - Excellent written communication skills; comfortable on the phone when needed - Outdoor/water sports product familiarity a plus, not required - Reliable daily availability (flexible hours, ~1-2 hrs/day, as agreed)