Customer Experience Associate

Here at Buck Mason, we're committed to providing our customers with an extraordinary shopping experience from start to finish. As a Customer Experience team member you will play a critical role in turning our customers into promoters while scaling and improving our daily operations. The ideal candidate is a driven, results‑oriented, self‑directed and strategic customer advocate. This person is obsessed with creating a unique interaction between each customer and the Buck Mason brand. Responsibilities Serve as the first contact and on‑call resource for all customers via phone, email and live chat Quickly and accurately problem‑solve for any customer deliveries, transactions and experience that don't go 100% as planned Understand our styles and technology inside and out in order to offer fit and style advice tailored to each customer’s needs Use Excel and Google Sheets to track and analyze data for routine problem orders Analyze appropriate metrics for measuring customer experience, engagement and satisfaction Understand our shipping, fulfillment and returns procedures from start to finish to help process all customer orders as efficiently as possible Partner with leadership team to create and execute new policies, procedures and client retention initiatives Qualifications Strong leadership, organizational, administrative and project management skills A creative problem solver that looks for new solutions versus the status quo Flexible and resilient, comfortable with ambiguity, adaptable to fast‑changing environments You're serious about your grammar. The difference between you're and your matters to you. Looking for passionate academics looking to grow with us Ability to work on‑site at our Los Angeles office What We Offer Health, dental & vision insurance Fitness & wellness benefits 401(k) retirement savings plan with company matching Quarterly clothing allowance Base salary range for this role is $18–$22, and total compensation is dependent on experience. #J-18808-Ljbffr