E-commerce Customer Service Associate

Summary

Join Catbird, a renowned fine jewelry company, as a full-time, remote Customer Service Associate! Based in California, you'll provide exceptional customer service via email, social media, and live chat, adhering to a 24-hour SLA. You'll navigate order management systems and Google documents, learn Catbird's unique communication style, and offer styling advice. This role demands strong communication skills, problem-solving abilities, and a positive team attitude. Experience in e-commerce customer service is required, while jewelry or luxury brand experience is a plus. The position offers a competitive hourly rate.

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