Customer Service Representative at Glassybaby LLC

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)

• Shopify experience a plus

Knowledge, Skills, and Abilities:

• Clear verbal and written communication skills.

• Retail and/or Customer Service Experience Preferred.

• Self-starter and proactive.

• Kind and courteous customer service skills.

• Ability to create rapport with customers.

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

401K with a Match

Voluntary life insurance

HSA and FSA options

PTO and floating holidays, 4 holidays paid

Employee Discount

AccessPerks

Compensation details: 21.3-22.5 Hourly Wage

PI38e3e3bb3f59-5997