Customer Care Representative

Company Overview

Launched in 2016 and founded by Santa Barbara-born sisters, Margaret and Katherine Kleveland, and a Collective of partners, DÔEN is a digitally-led, multi-channel fashion and lifestyle brand. Our mission is to create lasting, beautiful collections while supporting individuals in all aspects of their organization, supply chain, and community. We work with domestic and international partners who share our values and commitment to gender and social equality as well as giving back by partnering with foundations that directly benefit our employees and surrounding communities.

We are an Equal Opportunity Employer

Description of Duties

Title: Customer Care Representative

Classification: Non-Exempt

Hourly Range*: $25.00 per hour

Location*: Remote

Essential Duties and Responsibilities

Provide the highest level of customer care to a loyal and growing customer base across channels (email, phone, SMS, text, live chat, and social media)
Assist customers with a variety of transactions through a seamless and friendly experience
Provide shipping updates and troubleshoot shipping issues with courier and Distribution Center
Work with cross functional departments to understand product shipment cycle and advise customers on product availability
Assist customers with fit and sizing advice and product inquiries; provide styling advice to customers when requested
Navigate customers through website troubleshooting, FAQs and policies
Communicate errors detected as needed to management and/or cross-functional teams
Collect and relay customer feedback for continuous improvement initiatives
Defuse customer situations and provide resolution in a timely and effective manner
Effectively utilize resources to resolve issues independently and escalate when appropriate
Other tasks are assigned as needed to support business needs

Skills

Background working within ERP and Ecommerce platforms
Knowledge of Gladly and Netsuite preferred
Knowledge of Customer Care Software, Chat and SMS Programs
Strong verbal skills, written and spoken
Strong problem-solving skills
Clear and effective communication
The ability to prioritize multiple tasks in a fast-paced environment
The ability to work a flexible schedule: the hours and schedule for this position will vary by week depending on business needs and especially during high traffic events: Sales and Launches

Qualifications

Minimum 2 years of relevant experience
Energetic, confident and adaptable personality
Excellent communication and problem-solving skills
Demonstrate ability to foster and maintain a respectful work environment
Open availability, flexible schedule including early mornings, evenings, weekends and some holidays
Degree preferred but not mandatory

Physical Requirements

Must be able to perform essential duties satisfactorily with reasonable accommodation
Periods sitting at a desk, typing, sketching and working on a computer
Able to life/move/push/pull objects up to 25 lbs
Able to walk, sit and stand for periods of time
Able to operate equipment such as computers, copy machines, phones
Must be able to access various areas of a given location

* Compensation will be determined based on experience and other factors permitted by law.

* The hybrid model may be rescinded at any time due to business needs or the company’s discretion.

Job Types: Full-time, Part-time, Contract, Temporary, Internship

Pay: $25.00 per hour

Work Location: Remote

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