Online Customer Service Representative (Brooklyn)

*W2 Contract Only*

Job Title: Concierge / Online Customer Service Representative

Start date: ASAP / End date: 4/20/27

Pay rate: $20.00/hr.

Location: Williamsburgh Brooklyn office - hybrid schedule

Hours: To start (month of November), the role will be less hours likely 4 days per week. Starting in December, the role will move to 5 days per week. The standard schedule during peak season would be Monday-Friday 9:00-5:00pm with one hour unpaid lunch break.

JOB SUMMARY:

The sole mission for our Concierge is to ensure consumer happiness with client brand experiences and products. The day-to-day responsibilities include answering all e-mail and phone inquiries regarding online orders, client brand creations and lab-boutiques. This role will also help coordinate online fulfillment processes and facilitate any special requests from consumers. This is a great entry-level role for anyone interested in joining a dynamic, mindful, and growing fragrance company. The Concierge position will be part of the Digital Team and report directly to the Global Online Client Care Manager and will work closely with all departments (product development, retail, accounting, etc.) to ensure all consumer inquiries are fully answered, and direct-to-consumer after-sales business is supported.

QUALIFICATIONS & SKILLS:

• Strong empathic values, and active listening skills.
• Strong communication, interpersonal and analytical skills.
• Aptitude to provide excellent client service, and high-touch resolutions.
• Proficient in MAC OS, and MS Office applications.
• Salesforce is a plus.
• Ability to multi-task, have a sense of urgency and can perform under pressure.
• Willingness and flexibility to work all shifts including weekends and overtime during busy periods.
• 1 year experience in retail or call center environment.
• Cosmetics/skincare retail experience a plus.

OVERVIEW OF PRIMARY RESPONSIBILITIES:

CONCIERGE QUEUE MAINTENANCE:

• Monitors and maintains HQ Concierge communication channels (email, phone) by categorizing requests according to inquiry type, and forwarding / assigning them to appropriate team members on Salesforce.
• Maintains the Concierge Priority Queue with Time Sensitive Concerns from consumers that need further actioning.
• Maintains relevant E-Commerce Omni- Channel logs and forms, and initiates communication with consumers for notifications of returned orders and out of stock creations.

ORDER AND PRODUCT INQUIRY RESOLUTION:

• Supports with general order and product inquiries via email and phone within the appropriate service level agreement time frame.
• Supports on our Customer Service phone lines and liaising of cases with our relevant Customer Service Representatives to assist in resolving consumer cases in an empathic timely manner. i.e., Product Issues, Service Issues, Purchase Support.

ONLINE ORDER LIAISON:

• Liaises with the order fulfillment team to ensure consumer requests are accommodated and fulfilled properly.
• Initiates communication with consumers for online order fulfillment service exceptions i.e., Delays, Order Assortment Modifications.

CONSUMER PURCHASE SUPPORT:

• Assists consumers with their Scent Discovery Journey, by recommending creations and generating Proust Questionnaire results.
• Responsible for assisting consumers with site navigation, order placement, or account registration, and troubleshooting.
• Supports with auto Back in Stock notifications per region for consumers.

CHAMPION AND STEWARD VALUES:

• Commit to broader responsibility & accountability for sustainability, diversity & inclusion while staying true to the client brand's mission.
• Demonstrate kindness and respect, empathy, inclusion, and humility, and ensure these are at the core of all interactions.
• Embody the values of the manifesto through our actions, and drive accountability for contributing to the growing internal culture of the client brand.
• Create value and positive impact across all elements of our Brand, operations, teams, partners, and the broader world and deeply appreciate and understand the Brand.