Customer Experience Representative

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• Deliver friendly, professional, and efficient customer support mainly through phone, in addition to email and text when accessible.

• Actively listen to customer concerns, show empathy, and strive towards effective solutions.

• Execute order modifications, process refunds, arrange replacements, and make other account adjustments utilizing internal systems.

• Diagnose and resolve customer issues pertaining to orders, shipping, billing, product inquiries, and more.

• Meticulously document customer interactions and escalate complex matters as needed, adhering to all established SOPs from the CX Manager.

• Remain responsive, attentive, and informed about company updates, policies, products, and procedures to deliver knowledgeable support.

• Foster a positive team atmosphere by sharing insights and feedback aimed at enhancing the customer experience.

⛳️ Requirements

• Exceptional verbal and written communication abilities with a customer-centric approach.

• Capability to swiftly learn and effectively utilize standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.).

• Prior experience in phone support is preferable.

• High level of empathy.

• Highly organized and detail-oriented.

• Willingness to learn.

• Capacity to accept constructive feedback.

🏝️ Benefits

• 40 hours/week.

• Fully remote (in the specified locations) with a reliable internet and phone connection.

• 55% discount on Lola Blankets for friends and family.

• Opportunities for increased responsibilities with strong performance.