Customer Service Representative at ONEHOPE


Title: Experienced Customer Service Representative


Location: United States

  • We are a Napa Valley Winery Built on Hope and Rooted in Purpose!
  • We started ONEHOPE with a mission to bring people together to Share Wine and Give Hope.
  • We wanted to create a brand that stood for something great and we wanted to build a team that felt like a family.
  • Today at ONEHOPE we produce award-winning wines that make a meaningful difference in communities around the world.
  • We have spent 12 years building something very special and today we are looking for someone to join our growing team.
  • We are recruiting someone to join our Customer Support team that is relentless at fulfilling our mission.
  • At ONEHOPE, we come together to solve the world’s problems with a revolutionary product and community.
  • If you thrive in an environment of do-gooders, innovators, and hard workers, come join us at ONEHOPE. This position is a work from a home remote position.
  • You’ll be responsible for providing customer support for ONEHOPE via e-mail, phone and chat.
  • Through your product know-how and exceptional support, you will help our community navigate through timely technical resolutions, product features, and best practices.

What you will be doing:

  • Answer approximately 50-75 emails and 20+ calls per day
  • Resolve basic to complex support issues including investigating and performing root cause analysis, proposing and implementing solutions, all while upholding a high level of accuracy
  • Work closely with the shipper on the movement of products from the fulfillment center to the final destination
  • Back-up other Customer Support representatives
  • Coordinate with warehouse personnel regarding returns, inventory, shipping deadlines, and more
  • Cross-communicate with other departments (Technology, Marketing, Sales) to capture feedback on customer and consumer’s experience
  • Perform the job in accordance with Company policies and procedures, and achieve Departmental weekly and quarterly standards
  • Other duties as assigned

What you will bring to ONEHOPE:

  • 2-3 years of customer support experience dealing with complex issues, troubleshooting and problem resolution, preferably with an eCommerce company
  • A passion for ONEHOPE and a desire to share that enthusiasm with our customers
  • Strong relationship building skills
  • Ability to work independently and effectively
  • Exceptional writing ability and masterful problem-solving skills
  • Must be detail-oriented and have strong communication, organizational and analytical skills
  • Customer-focused instincts with the ability to prioritize and escalate issues
  • Basic software knowledge, strong Web and Mobile App navigational experience, and the ability to pick up new technology quickly
  • Must be able to efficiently manage multiple projects and tasks at the same time
  • Bachelor’s degree or equivalent combination of education and experience
  • Optimistic about the potential of societal change
  • Must be available to work 40 hours per week

What does ONEHOPE offer;

  • Motivated and talented co-workers who care about one another and their success
  • The opportunity to do meaningful work
  • Medical and dental benefits
  • Paid vacation and holidays
  • Casual dress code
  • Competitive wage

Sound Like a Good Fit?

We’d love to talk to you! Please submit the following to apply:

  • Resume
  • Cover letter explaining:
  • Why you want to work in customer support
  • Why you want to work at ONEHOPE

Must already be authorized to work in the United States on a full-time basis for any employer.

This job is based remote.

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