- Return calls and voicemails within 5 minutes during business hours.
- Answer product fitment questions using the fitment guide by asking the right questions and checking the details.
- Help customers choose products and bundles, take phone orders, and follow up on quotes.
- Explain product operation and installation before and after purchase.
- Reply to email, chat, and social messages in a warm, plain, personal tone.
- Handle order updates, returns, replacements, and delivery issues within policies and approval limits.
- Keep SOPs, reply templates, and the fitment guide up to date as products and rules change.
- Identify recurring fit, delivery, and product problems, raise them with evidence, and push for fixes.
- Track response time, customer satisfaction, and phone orders, and send a weekly update to the co-founder.
- Review a sample of team replies each week, share feedback, and relay customer feedback to product and operations teams.
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