Description:
Be the ambassador of glassybaby to the customer by providing excellent customer service to customers who contact glassybaby via phone and/or email. Requirements:
Primary Duties:
* Answer glassybaby customer service phone lines in a timely and professional manner. * Treat all customers equally and provide consistent, attentive service. * Respond to voicemails left on the customer service line within 24 hours. * Assist customers with questions, issues, and order support. * Respond to customer service emails within 24 hours. * Respond and manage tickets in HappyFox. * Manage FedEx claims & replacements. * Document common or recurring issues and communicate them to relevant stakeholders. * Help facilitate mail exchanges in Redmond. * Communicate with customer trends or escalations to the Customer Service Manager as needed. * Act as an amiable, informed, and helpful representative of the glassybaby brand. * Adjust duties and schedules as needed during the holiday season. * Demonstrate clear verbal and written communication skills. * Be a self-starter who is proactive and detail oriented. * Provide kind, courteous, and empathetic customer service. * Build rapport and meaningful connections with customers. * Willingness to learn and adapt to new technology and platforms. * Ability to navigate tense or high-pressure situations with professionalism and grace. * Affinity for color and design to assist customers with product selection. * Ability to assist the etching department with order facilitation as needed. * Strong organizational skills and accurate record keeping. * Retail sales experience required.
Measurements of Performance (ongoing):
* Delivery of efficient, friendly, and responsive customer service. * Effectively represents and promotes the glassybaby brand and customer experience. * Demonstrates thorough knowledge of glassybaby's mission, product creation process, and giving programs. * Maintains high levels of customer satisfaction and positive customer feedback.
Education/Experience/Certifications/Licenses:
* High school diploma or equivalent (GED)
Knowledge, Skills, and Abilities:
* Clear verbal and written communication skills. * Self-starter and proactive. * Kind and courteous customer service skills. * Ability to create rapport with customers. * Retail sales experience preferred.
Physical Demands:
* Ability to regularly lift-up to 35 pounds and rarely lift to 50 pounds. * Frequent standing, walking and sitting. * Must be able to work in conditions that are impacted by weather and climate. * Must be able to speak, hear read and write well enough to conduct conversations. * Vision abilities are critical and include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. * Must be able to work in an environment where noise level is usually moderate. * Frequent use of hands to finger, handle, or feel; must be able to frequently reach with hands and arms; below, at and above the waistline
Benefits Medical/Vision, Dental. STD and Paid Life Insurance with AD&D 401K with a Match HSA and FSA options Voluntary Supplemental Insurance and Life Insurance and AD&D Paid PTO, Floating Holiday and Holiday Access Perks
Compensation details: 21.3-22 Hourly Wage
PId8e17ccdd821-29400-39838889
* Answer glassybaby customer service phone lines in a timely and professional manner. * Treat all customers equally and provide consistent, attentive service. * Respond to voicemails left on the customer service line within 24 hours. * Assist customers with questions, issues, and order support. * Respond to customer service emails within 24 hours. * Respond and manage tickets in HappyFox. * Manage FedEx claims & replacements. * Document common or recurring issues and communicate them to relevant stakeholders. * Help facilitate mail exchanges in Redmond. * Communicate with customer trends or escalations to the Customer Service Manager as needed. * Act as an amiable, informed, and helpful representative of the glassybaby brand. * Adjust duties and schedules as needed during the holiday season. * Demonstrate clear verbal and written communication skills. * Be a self-starter who is proactive and detail oriented. * Provide kind, courteous, and empathetic customer service. * Build rapport and meaningful connections with customers. * Willingness to learn and adapt to new technology and platforms. * Ability to navigate tense or high-pressure situations with professionalism and grace. * Affinity for color and design to assist customers with product selection. * Ability to assist the etching department with order facilitation as needed. * Strong organizational skills and accurate record keeping. * Retail sales experience required.
Measurements of Performance (ongoing):
* Delivery of efficient, friendly, and responsive customer service. * Effectively represents and promotes the glassybaby brand and customer experience. * Demonstrates thorough knowledge of glassybaby's mission, product creation process, and giving programs. * Maintains high levels of customer satisfaction and positive customer feedback.
Education/Experience/Certifications/Licenses:
* High school diploma or equivalent (GED)
Knowledge, Skills, and Abilities:
* Clear verbal and written communication skills. * Self-starter and proactive. * Kind and courteous customer service skills. * Ability to create rapport with customers. * Retail sales experience preferred.
Physical Demands:
* Ability to regularly lift-up to 35 pounds and rarely lift to 50 pounds. * Frequent standing, walking and sitting. * Must be able to work in conditions that are impacted by weather and climate. * Must be able to speak, hear read and write well enough to conduct conversations. * Vision abilities are critical and include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. * Must be able to work in an environment where noise level is usually moderate. * Frequent use of hands to finger, handle, or feel; must be able to frequently reach with hands and arms; below, at and above the waistline
Benefits Medical/Vision, Dental. STD and Paid Life Insurance with AD&D 401K with a Match HSA and FSA options Voluntary Supplemental Insurance and Life Insurance and AD&D Paid PTO, Floating Holiday and Holiday Access Perks
Compensation details: 21.3-22 Hourly Wage
PId8e17ccdd821-29400-39838889