🌴 Customer Service Representative - Job Code: 1789070758976

At Coconut 🥥, we connect founders and businesses with top-tier remote talent while prioritizing meaningful, reliable partnerships. We believe success happens when everyone wins—clients achieve their goals, and our virtual professionals find purpose and growth in their work. We're currently looking for top talent to fill the role below:

VA Role: Customer Service Representative

VA Rate: $950/month

Availability: 20 hours/week

Time Zone: 10AM EST then 5PM EST split shift for this season but once summer comes, it will be a straight shift

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To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form.

What to Prepare:

1️⃣ English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check.

2️⃣ Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT. Uploading a resume in a different format will result in delays, as you will be required to resubmit it using the correct template. ⚠️⚠️⚠️

3️⃣ 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification.

Application Tips – Set Yourself Up for Success!

🔹 Skip the Autofill Function! Manually enter your answers in the application form. There’s little to import from your resume, and your resume will be screened separately.

🔹 For your Address: We only need your City/Municipality, Province, and Region—no need for full details yet!

🔹 Applying for a Specific Job? Be sure to include the job code in your application.

🔹 Referred by Someone? Let us know who sent you our way! Whether it’s a current Coconut VA, an influencer, or a Facebook group community leader, be sure to include their name. We offer referral bonuses for both you and your referrer (terms and conditions apply).
🔹 Reapplying? Your most recent submission will replace any previous ones. No need to submit multiple times—we’ll automatically consider you for any relevant openings, even if you applied for just one! If you need to update your resume or intro video, feel free to submit a new application.
🔹 Stay in the loop! Join our Hiring Hub or Coconut Facebook Page for updates on open positions and job fairs.

⚠️ Take a moment to review everything before hitting submit. Following these steps carefully will help avoid any delays or disqualification.

Requirements

Experience Needed:

- Respond to customer inquiries via multiple communication channels

- Resolve customer concerns, complaints, and service issues in a timely and professional manner

- Provide accurate information about products, services, policies, and procedures

- Document customer interactions and maintain accurate records in the CRM system

- Escalate complex issues to the appropriate team when necessary

- Follow up with customers to ensure issues have been resolved satisfactorily

- Process orders, returns, refunds, exchanges, or account updates as needed

- Maintain a high level of product and service knowledge

- Identify customer needs and recommend appropriate solutions

- Collaborate with internal teams to improve customer satisfaction and operational efficiency

- Meet established service level agreements (SLAs), response times, and quality standards

Non-negotiable Requirements:

- Customer service with Shopify experience

- Available from 11am-3pm EST on weekdays + a few hours on weekends

- Must be looking to grow into a full customer service lead managing policy, product feedback, and training AI support flows.

Industry/Tools Experience: Shopify

Benefits

We’re all about uplifting lives in Coconut and we make sure we provide benefits that support work-life balance, well-being, and growth. Here’s what you can look forward to as part of the Coconut Community! ✨

✅ Competitive Salary – We recognize your skills and experience with a great compensation package.
✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus?

✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all!
✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year.
✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents.

✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits.
✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind.
✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources.

✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better!
✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too!

✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people.

Some benefits may vary. Full details will be provided during the onboarding process.