Customer Service Agent – E-commerce in Strongsville, Ohio at TORSION GROUP CORP

Position Summary

Action Industries is seeking an energetic, detail-oriented Customer Service Agent to support the growth of Action Direct, our direct-to-consumer e-commerce channel for garage door and access control parts.

This role is ideal for a motivated recent college graduate or entry-level candidate who enjoys helping customers, solving problems, learning technical products, and using modern platform-based technology. The Customer Service Agent will support customers through live chat, phone calls, voicemails, e-mail tickets, and follow-up workflows while also serving as an extension of the marketing team by helping improve product content, FAQs, help-center articles, reviews, and customer experience insights.

The goal of this role is simple: help customers find the right product, complete their order, and feel confident buying from Action Industries.

Our purpose is simple: We Keep Doors Moving.

Our team lives the J.U.I.C.E. values: Jacked, Uplifting, Innovative, Customer-Focused, and Energetic.

Key Responsibilities

Customer Support & Sales Assistance

• Respond to customer inquiries through live chat, tickets, phone calls, and voicemails.
• Help customers with product selection/fitment and order placement support.
• Use a chat-first mindset while supporting phone calls for high-intent buyers, escalations, or complex product questions.
• Follow up on abandoned, incomplete, or unresolved inquiries to help improve conversion and customer satisfaction.
• Identify dealer, distributor, or larger commercial opportunities and route them to the appropriate Aftermarket Sales contact.

Product & Technical Resourcefulness

• Learn Action Direct’s core product categories, including weather seals, thresholds, brush seals, retainers, garage door hardware, operators, remotes, and related parts.
• Use internal tools, product listings, documentation, and team resources to help customers identify the right product.
• Escalate complex technical questions appropriately while helping capture answers for future use.
• Contribute to a growing internal help center knowledge base by documenting common questions, customer pain points, and repeat product-fitment issues.

Marketing & Content Support

• Help identify gaps in product listings, instructions, FAQs, and website content based on customer questions.
• Support the creation of help-center articles, macros, product Q&A responses, and self-service content.
• Assist with review monitoring, response drafts, and customer feedback routing.
• Share customer insights with the e-commerce team to improve product pages, site search, email content, and conversion paths.
• Support marketplace customer inquiries and compliance responses as needed for Amazon, Home Depot, Menards, and eBay.

Systems, Reporting & KPIs

• Work daily in customer service technology platforms (i.e. Zendesk)
• Accurately tag, categorize, and disposition customer interactions.
• Support KPI tracking around:
  • First response time
  • Resolution time
  • Chat and ticket volume
  • Call answer/callback performance
  • CSAT/customer satisfaction
  • Revenue attribution and conversion assists
• Participate in monthly quality reviews of calls, chats, voicemails, and tickets for tone, accuracy, helpfulness, and sales intent.

Qualifications

Required

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Strong written and verbal communication skills.
• Comfortable speaking with customers by phone and writing clear chat/email responses.
• Detail-oriented with strong follow-through.
• Positive, solution-oriented attitude.
• Ability to learn technical products and ask good questions.
• Comfortable using technology, online systems, and AI-assisted tools.
• Willingness to document processes, customer questions, and improvement ideas.

Preferred but Not Required

• Customer service, retail, e-commerce, sales support, or call center experience.
• Experience with Zendesk, Shopify/BigCommerce, Amazon Seller Central, live chat, or similar platforms.
• Interest in marketing, e-commerce, product content, SEO, or customer experience.
• Familiarity with garage door, hardware, construction, home improvement, or trade-related products.

Ideal Candidate Profile

The right person for this role is:

• Customer-focused: patient, helpful, and committed to making the buying process easy.
• Resourceful: willing to research, ask questions, and find the right answer.
• Tech-comfortable: able to learn tools quickly and use AI responsibly to work smarter.
• Detail-driven: understands that small errors can affect orders, trust, and revenue.
• Curious: interested in learning products, customer behavior, and e-commerce operations.
• Collaborative: able to work with Marketing, Admin/Tech Support, Operations, and Finance teams.
• Growth-minded: eager to build skills and contribute beyond basic customer service.

Success Measures

Success in this role will be measured by:

• Timely and professional responses to chats, calls, voicemails, and tickets.
• Improved customer satisfaction and consistent brand tone.
• Accurate product guidance and reduced avoidable returns/cancellations.
• Strong ticket documentation and clean disposition tracking.
• Contribution to revenue attribution through supported orders and conversion assists.
• Help-center/macros/content ideas created from recurring customer questions.
• Positive collaboration with the e-commerce team.