{"id":2355375,"url":"https://alion.io/job/sutherland-retail-customer-service-associate-3","title":"Retail Customer Service Associate","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":46,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kingston, Jamaica"],"countries":["JM"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-28T19:01:10Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-17T22:23:32Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Sutherland is looking for a self-motivated, team-oriented and career-oriented person to join us as a Retail Customer Service Associate to serve customers in the United States. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!\nWe are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!\n Large e-Commerce Furniture Marketplace seekingCustomer Service Associate Professionals to join our team. Candidate will act as a liaison, provide services information, answer questions, and resolve any emerging problems that our clients' accounts might face with accuracy and efficiency. Candidate should be genuinely excited to help clients. You must be patient, empathetic, and passionately communicative. The target is to ensure excellent service standards, respond efficiently to clients inquiries and maintain high customer satisfaction. These customers are based in North America.\nResponsibilities\nIdentify and assess clients’ needs to achieve satisfaction\nBuild sustainable relationships and trust with customer accounts through open and interactive communication\nProvide accurate, valid and complete information by using the right methods/tools\nMeet personal/customer service team sales targets and call handling quotas\nHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution\nKeep records of customer interactions, process customer accounts and file documents\nFollow communication procedures, guidelines and policies\nTake the extra mile to engage clients\nWhat Does Service Representative Do?\nDemonstrate Reliability: Attendance and commitment to being present and on time for your full shift each day is crucial. This helps ensure we're ready and available to help our customers when they need us most. For unexpected events or issues, we require our representatives to be proactive in their communication and planning whenever possible.\nHandle a High Volume of Contacts: You will handle an estimated 50-60 emails, chat, SMS per shift. This is a fast paced environment and highly structured. There is little down time in this position as you are typically on back to back chats during your shift.\nMeet Our High Performance Bar: You’ll work to exceed customer satisfaction, excel in meeting customer service efficiency metrics, and other responsibilities as assigned. \nEngage Customers: You’ll need a passion for people. You'll be the voice of Wayfair and work to build a relationship with customers who contact us by inbound phone call, chats, and emails. Topics can range from returns, replacements, delivery, product availability, order status, and more. \nListen Actively and Show Empathy: You will actively listen to understand customer concerns and leverage internal resources to find the best solution to thoroughly address their problem.\nDe-Escalate Customer Concerns: Most customers contact us because they’ve had a problem and need your help. You will use your conflict management skills to balance the needs of the customer with the options from the business while always maintaining a professional composure.\nProblem Solve: Solutions aren’t a one-size-fits-all approach so customer service representatives do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.\nMultitask: You’ll need to juggle navigating multiple browsers, tabs, tools, and screens in order to quickly and effectively answer questions. The ideal customer service representative will be familiar with computers and can effectively navigate technology on a daily basis.\nEscalate Systemic Issues: Help us continuously improve. You’ll identify areas where improvement is needed on behalf of Wayfair customers and share any trends with leadership.\n Our most successful candidates will have :\nMust be at least 18 years or older.\nWe require all candidates to have a minimum of 3 subjects inclusive of English (CXC/CSEC, City & Guilds. I, II, III; GCE A, B, C; SSC 4, 5; JSCE Pass; NCTVET Level 1, 2, 3; and CCSLC Competence & Mastery) OR or a U.S. high school diploma or GED. \n Must be able to pass a criminal background check.\nMust have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).\nMust successfully pass English Language written assessments.\nConsistency in performance and an \"I can and will win attitude\".\nDemonstrated ability to perform at a high level, to support our high volume of inbound calls.\nExperience in customer service is an asset and preferred.\nGood systematic problem solving ability , using sound business judgment, and following through on commitments to customers.\nThe ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.\nExcellent attention to detail.\nExcellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.\nThe ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.\nAbility to effectively organize, prioritize, multi-task and manage time.\nMulti-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.\nBasic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.\nMust have basic computer skills with the ability to navigate and manipulate a computer system.\nMust be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.\nInspire confidence and positively influence the behaviour, actions, and thoughts of others.\nNo commitments that will impact your ability to commit to work for the next 18 - 24 months\n Our employees enjoy:\nCompetitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.\nAnnual merit increase based on performance.\nPaid Training.\nDiscounts for several corporate and retail partners for services and products once Sutherland ID is presented.\nExcellent training and supervisory support - to help you feel comfortable servicing our customers.\nCompetitive Salary with attractive and attainable PBI structure.\nPaid vacation and sick leave annually.\nExceptional Health and Life Insurance Plan\nLunch benefits and subsidy.\nOnsite lunch concessionaire at reduced rates.\nTransportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am\nFree On-site medical suite with nurse and medical doctor.\nDaily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.\nPaid referral program\nCareer development & growth opportunities for advancement.\nExcellent Reward and recognition programs.\nAs your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland. During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.","description_format":"text","description_chars":7857,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"region"},{"name":"Canada","iso":"CA","kind":"region"},{"name":"Mexico","iso":"MX","kind":"region"},{"name":"Anguilla","iso":null,"kind":"region"},{"name":"Antigua and 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