Customer Experience Rep (aka Shuru ™)

We pride ourselves on putting our customers first, and we're looking for someone to join our team to make sure that continues to happen as we grow. We're looking for someone excited to join a fast-paced, fast-growing, creative and enthusiastic team who is an excellent listener, a problem-solver, and an impeccable communicator. This team-member can be remote and the position will start off part-time.

Here's the role we're looking to fill in more specifics:

What You'd Do:

  • Leave customers smiling through world-class service with every interaction
  • Handle all incoming customer inquiries related to price information, product features, returns, and inventory with efficiency and kindness
  • Process payments, returns, exchanges, and store credits
  • Fulfill requests for other departments, as needed
  • Assist Customer Experience Manager with special projects, as needed
  • Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
  • Quickly and accurately problem-solve for any customer experiences that don't go 100% as planned
  • Understand the Charlotte Stone style and brand inside and out in order to offer advice tailored to each customer’s needs
  • Use Google Sheets, Shopify, and Zendesk for communication and information tracking
  • Understand our shipping, fulfillment and returns procedures from start to finish to help process all customer orders as efficiently as possible.
  • Keep the balance between company policy and customer-benefit decision making; handle issues in the best interest of both customer and company
  • Maintain updated information on launches, products, and customer experience related metrics and KPI’s
  • Become a subject matter expert on all things Charlotte Stone



We're Looking For Someone Who:

  • Has a highly developed sense of integrity and commitment to customer satisfaction
  • Has a strong desire and ability to serve customers and solve problems
  • Is detail-oriented with the ability to manage multiple tasks simultaneously and to see things through to completion
  • Has excellent interpersonal, written and verbal communication skills
  • Is able to handle situations with confidence, tact, and resourcefulness
  • Is a problem-solver with an altruistic “can-do” attitude

 

What We'd Love You To Have:

  • High school graduate
  • 2+ years of customer service experience
  • Proficiency in the Microsoft suite
  • Experience with Zendesk or other similar CRM software is a plus, but not required

If this sounds like you, complete the form below to apply.

powered by Typeform