E-Commerce Customer Service Associate

Summary

Join Catbird, a renowned fine jewelry company, as a full-time, remote Customer Service Associate! This role involves providing exceptional customer service via various channels, managing orders, and building strong customer relationships. You will utilize your communication skills, product knowledge, and problem-solving abilities to ensure customer satisfaction. The position requires 1+ year of e-commerce customer service experience and a positive team-oriented attitude. While located in Los Angeles or San Francisco is a plus, this is a fully remote position with a schedule of 9:30 am - 6:30 pm PST. The hourly rate is $21-$23.

Requirements

• 1+ year(s) of experience in E-commerce Customer Service
• Maintains a positive attitude with an all-hands-on-deck team mentality
• Ability to work in a fast paced environment with flexibility in various areas of coverage
• Problem solving mastermind
• Computer savvy
• Empathetic, genuine, honest, encouraging and kind

Responsibilities

• Provide exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window
• Navigate multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status’ and product details
• Learn the Catbird ‘voice’ and customer service culture to support a long term customer relationships
• Strong command of multiple communication styles: social media, chat, and email, ability to navigate and switch between coverage assignments as needed
• Provide styling and jewelry care advice to customers with a strong knowledge of Catbird products
• Brainstorm ways to create out-of-this-world customer experiences with your manager and team members
• Help cultivate a warm and inviting culture in order to assist our customers; clearly communicate policy and offer friendly assistance in all customer interactions
• Display a command of product knowledge, procedure and policy to resolve any and all customer questions
• Communicate daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
• Ability to think clearly and provide issue resolutions to customer concerns in the kindest and most efficient way possible

Preferred Qualifications

• Experience with jewelry or luxury brands is a plus
• Experience using Kustomer is a plus
• Located in Los Angeles/San Francisco a plus; opportunity to hybrid train our SF/LA area stores

Benefits

• $21 - $23 an hour
• Fully remote