Customer Service Agent

Customer Care Agent

At Johnny Was, our mission is to inspire free-spirited optimism through beauty, authenticity, comfort and artistic expression. California Dreaming – the ultimate destination for those who love California and the relaxed modern bohemian lifestyle it embodies.

Our Customer Care Agents will work directly with our most prized possession, our customers. You will enhance our customer experience and maximize web sale opportunity through solutions and subject matter expertise. You will contribute to department productivity and profitability by handling all customer-led requests, inquiries, and complaints in compliance with the team's Service Level Agreements (SLA's) and Key Performance Indicators (KPI's).

Position Overview:

• Assist customers through multiple channels including voice, email, live chat, social platforms, etc.
• Facilitate and assist customers in order processing, online account creation and account management
• Process online order intervention requests in accordance with corporate policy
• Provide customer support regarding order related inquiries (order status, tracking, replacements, returns, etc.)
• Facilitate and assist customer subscription requests associated with catalog, e-mail and SMS.
• Provide general support and troubleshooting with website navigation
• Effectively escalate relevant feedback, experiences, or issues to promote an environment of customer satisfaction
• Provide cross-functional order support in partnership with E-Comm, Returns, Retail and Loss Prevention departments
• Act as a liaison cross-functionally to prioritize order intervention and order completion
• Act as a SME on customer policy, terms and conditions
• Act as a SME on product, styles and collections
• Deliver exceptional customer experiences that are engaging and personalized while maintaining an environment of genuine and professional customer connections
• Maintain and cultivate effective relationships with internal departments that fosters compassion, respect and teamwork
• Adhere to and ensure compliance of company guidelines and department policies
• Perform other related duties as required and assigned

Requirements:

• 3+ years customer service or call center experience required
• Experience with e-commerce or start up environment strongly preferred
• Experience with fashion brand or luxury retail
• Exceptional communication; verbal, written and interpersonal skills
• Critical thinker, self-starter with great attitude
• Passionate and empathetic; a love of helping others
• Demonstrates superior time management and organizational skills including sensitivity to urgent matters
• Possesses adaptability, resourcefulness, ability to navigate varying request and stress tolerance
• Flexible schedule; some weekends and major holidays
• Zendesk, Salesforce Commerce Cloud, KWI, Microsoft Exchange experience a plus!

Please note this is a hybrid position and agents will be expected to come into the office 2-3 days a week.

Compensation range: $20.00/Hour - $21.00/Hour

What happens next? If you are interested in this opportunity, please apply! You will receive an email confirming we received your application. We will review your application as soon as possible. You can update your resume or information at any time by accessing your candidate profile.

This Company is an equal opportunity employer and does not discriminate against qualified applicants based on race, color, sex, gender, gender identity, gender expression, religious creed, sexual orientation, pregnancy, national origin, ancestry, age, military and veteran status, marital status, physical or mental disability, protected medical condition, genetic information, reproductive health decision-making, lawful off-duty use of marijuana, any other characteristic protected by law, or any combination of two or more of the characteristics listed here. If you need an accommodation to complete an online application, please contact the location you are applying to or contact us at View phone number on click.appcast.io.

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