Customer Service Representative

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)

Knowledge, Skills, and Abilities:

• Clear verbal and written communication skills.
• Self-starter and proactive.
• Kind and courteous customer service skills.
• Ability to create rapport with customers.
• Retail sales experience preferred.

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 with AD&D

401K with a Match

HSA and FSA options

Voluntary Supplemental Insurance and Life Insurance and AD&D

Paid PTO, Floating Holiday and Holiday

Access Perks

Compensation details: 21.3-22.5 Hourly Wage

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