Seasonal Customer Service Representative

Seasonal Customer Service Representative 0099 - Corporate - Acton, MA 01420 Apply Overview Salary Range $20.00 - $21.00 Hourly Position Type Seasonal Apply Description The Seasonal Customer Service Representative is the voice of TPS Group Holdings during our busiest and most exciting time of year. In this role, you'll help create outstanding customer experiences by assisting customers with questions related to orders, products, gift cards, returns, loyalty programs, and more. We're looking for friendly, solution-oriented individuals who enjoy helping people, thrive in a fast-paced environment, and can confidently handle a high volume of customer interactions while delivering exceptional service every day. Seasonal Assignment Details Seasonal assignment expected from October 2026 through January 2027 Full-time and part-time opportunities available Remote after approximately one week of required training in Acton, MA Limited Saturday availability is required during the holiday season. Team members can expect to work approximately three Saturdays between Thanksgiving and Christmas. While this position is being hired as a seasonal role, there may be opportunities for continued employment beyond the seasonal assignment based on business needs, performance, and available openings. Candidates interested in longer-term employment are encouraged to indicate their interest during the application process. What you'll do Answer inbound customer calls and respond to customer service tickets in a professional, courteous, and solutions-oriented manner Assist with order issues, including missing or lost packages, shipping claims, billing, returns, gift cards, loyalty programs, product questions, and store or shopping feedback Provide accurate information about products, services, and policies while using sound judgment to resolve customer concerns Manage customer account requests, including order history, returned shipments, account updates, order status, and contact information Guide customers through website navigation and place orders on their behalf when needed Review orders for potential store assignment, fulfillment, or fraud concerns and take appropriate action Communicate with stores and the distribution center regarding Buy Online, Pick Up In Store (BOPIS) and store concierge order fulfillment Follow up on pending customer issues through outbound calls and service tickets to ensure resolution Collaborate with internal teams to resolve concerns, correct inaccurate online product information, and help prevent recurring issues Assist the Marketing, E-commerce, and Operations teams with additional seasonal needs as assigned Typical schedules are expected to be approximately 8:00 AM-5:00 PM or 10:00 AM-6:00 PM. Who you are Be a TPS brand ambassador Previous customer service, retail, sales, call center, or other customer-facing experience Strong verbal communication and active-listening skills Friendly, composed, and professional approach to resolving customer concerns Ability to remain effective during back-to-back calls and periods of high holiday volume Resourceful and able to resolve routine customer issues independently while recognizing when support is needed Comfortable speaking with customers while navigating multiple computer programs and learning new systems. Strong organization, accountability, attention to detail, and follow-through Availability for the full seasonal assignment and required holiday Saturday coverage Ability to complete approximately one full week of required in-person training at the Acton, MA office before transitioning to remote work Reliable internet connectivity for remote work TPS Group Holdings is an equal-opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law.