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
