Customer Service Agent

Job Description

Job Description

Company Description

Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression and life. Our high energy fast paced retail environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose…while having a lot of fun along the way. We are proud to be an outlet for opportunity and for personal growth and success.

Job Description

We are looking for a passionate and dedicated Customer Service Agent to join our dynamic team at Vuori! As a key player in our Customer Experience loop, you'll engage directly with our customers, helping to solve problems and deliver top-notch service through email, chat, and text. You’ll be the voice of Vuori, embodying our core values of creating exceptional products, building lasting relationships, and living extraordinary lives. This is an exciting opportunity to make a real impact on the customer experience, collaborate with a talented team, and grow with one of the fastest-growing apparel brands around. 

In this position, you will primarily handle customer inquiries through email and chat, addressing concerns with a solutions-oriented and positive approach. You'll collaborate with your team, support new hire training, and help resolve and deescalate customer issues. 

What you'll get to do:

• Deliver exceptional customer service via email, text, and chat, responding to inquiries with clarity, empathy, and professionalism. 
• Handle escalated issues with a solutions-driven mindset, ensuring a timely and empathetic resolution. 
• Support the onboarding and training of new team members across various tiers (1, 2, and 3). 
• Contribute to continuous improvement by providing feedback on processes, shortcuts, and customer interaction guidelines. 
• Assist with various support channels, including:  
  • Refund Requests 
  • CS Returns 
  • Retail Support 
  • CS Help 
• Work alongside the Supervisor to assist with additional tasks as needed. 
• Participate in team meetings, providing valuable input to enhance service quality and team collaboration. 
• Take on additional projects and tasks as assigned. 

Qualifications

Who you are:

• Bachelor's degree, or 1 year of equivalent work experience in lieu of a degree. 
• Strong passion for delivering exceptional customer experiences. 
• Well-organized with the ability to manage both personal and team progress. 
• Skilled in understanding and responding to customer emotions. 
• Leads by example, demonstrating attention to detail while supporting team members. 
• Excellent interpersonal, written, and verbal communication skills. 
• Proficiency in Spanish is a plus. 
• Strong conflict resolution skills, with the ability to manage challenging or emotional situations with professionalism and empathy. 
• Bonus points for experience with Kustomer, Shopify, FullCircle, or Warehouse Operating Systems. 

Additional Information

Our investment in you:

At Vuori, we’re proud to offer the following to our employees: 

• Health Insurance 
• Savings and Retirement Plan  
• Employee Assistance Program 
• Generous Vuori Discount & Industry Perks 
• Paid Time Off  
• Wellness & Fitness benefits  

The hourly range for this role is $19/hr. - $23/hr. 

Vuori is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.  

All your information will be kept confidential according to EEO guidelines.