Customer Experience Associate 2
El Segundo, CA, United States
Position: Customer Experience Associate, CX2
Location: El Segundo, CA
Reports to: Customer Experience Manager
Who we are
Wolf & Shepherd is a fast-growing lifestyle brand on a mission to debunk the myth that classically styled dress shoes cant have modern technology comforts.
Wolf & Shepherd is searching for talent to contribute to the future development of our brand. Were looking for someone with passion, creativity, and an entrepreneurial spirit to join our Customer Service team.
What we need
We are looking for a Customer Experience Associate, CX2 to assist in the all-important responsibilities of caring for our customers needs, managing partners, building customer loyalty, and representing the brand. This role will be responsible for providing exceptional customer service while maximizing revenue within our sales environment.
Job Type
This is a full-time, hourly position with a hybrid-schedule based in our corporate office in El Segundo.
Job Title & Responsibilities: Your job title shall be Customer Experience, CX2. Your responsibilities are inclusive of the following but are not limited to:
Expertly address questions via phone, email and chat providing answers that are quick and easy to understand
Assist Management in policy updates for the department based on current business needs
Support the Customer Experience Associates during the department managers absence
Support management in process execution to monitor orders, inventory, return and exchanges
Support department in addressing functionality issues and implementing process improvements
Engage with customers by email, phone, and chat to answer product questions, resolve ordering issues, or to provide sizing guidance.
Adopt the Wolf & Shepherds voice and tone to convey our brand and personality, and ensure a pleasant customer experience.
Collaborate with the Team to streamline our customer service processes and policies to ensure continuous improvement.
Communicate customer feedback and insights to Management, to better understand trends and customer preferences.
Skills and Experience
Must be highly organized with strong attention to detail.
Strong verbal and written communication skills.
Ability to maintain a friendly and professional demeanor in a fast paced environment.
Must be knowledgeable and adhere to rules and regulations, while maintaining a kind and accommodating attitude.
Qualifications
Minimum of 3 years of direct customer experience work.
Strong knowledge of Excel, Shopify, Zendesk, Gorgias, and Netsuite.
Strong interpersonal and communications skills, and independent work ethic.
Excellent time management skills and organizational abilities.
A positive, outgoing, high energy and entrepreneurial personality.
Perks and Benefits
We are committed to offering our employees a challenging and rewarding work environment, opportunities for growth and development, a customer focused culture, and competitive pay and benefits. Compensation will be commensurate with experience and will include:
Medical, vision and dental insurance options.
Paid time off
Sick pay
Flexible remote work schedule.
If this sounds like the right opportunity for you, submit your resume and a quick paragraph on why we should consider you for this role. We look forward to hearing from you!
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