We are BrandsMart – A leading Consumer Electronics and Appliance Retailer in the Southeast. With retail stores in Florida and Georgia and a growing e-commerce presence, BrandsMart USA has a legacy of offering your favorite brands at the lowest prices. We provide our team members the opportunity to reach their full potential in a high-energy, incentive-based environment with competitive benefits. This is much more than a job – it is a career with purpose.

Customer Success Agent 

The Customer Success Agent plays a vital role in delivering exceptional customer service across all BrandsMart USA touchpoints, including in-store, online, and third-party marketplaces. This role requires a proactive, energetic, and customer-focused individual who thrives in a fast-paced retail and e-commerce environment. The ideal candidate will handle customer inquiries, support order-related requests, manage returns, and respond to online reviews and social media interactions - ensuring every customer receives a positive and seamless experience.

Key Responsibilities

· Provide outstanding customer support across multiple channels including phone, email, in-store escalations, website chat, and social media

· Manage and respond to customer inquiries related to e-commerce orders, shipping updates, returns, refunds, and service issues

· Handle marketplace customer service communications through platforms such as Amazon, eBay, and others

· Monitor and respond professionally to online reviews and customer feedback on platforms including Google, Yelp, social media, and other review sites

· Collaborate with internal teams including store operations, logistics, and sales to resolve customer issues promptly

· Maintain accurate customer records and follow up on open cases

· Deliver a customer-first experience by demonstrating empathy, patience, and urgency in solving customer challenges

· Support omnichannel service initiatives and help enhance the overall customer journey

· Uphold BrandsMart USA’s standards of professionalism, courtesy, and efficiency in all interactions

Qualifications

· Minimum 2 years of customer service experience (retail, call center, e-commerce, or related field)

· Bilingual in English and Spanish strongly preferred

· Experience managing customer inquiries on e-commerce marketplaces such as Amazon and eBay

· Knowledge of e-commerce support functions including order management, shipping updates, returns, and refund processes

· Proven experience supporting customers across multiple channels (stores, website, marketplaces, social media)

· Strong verbal and written communication skills with an ability to remain professional, polite, and patient

· Proactive and results-driven professional with a positive, can-do attitude

· Ability to multitask and prioritize in a fast-paced environment

· Team player with a collaborative mindset and willingness to support others

· Tech-savvy and comfortable navigating customer service platforms, CRM tools, and marketplace dashboards