Summary
Join Catbird, a renowned fine jewelry company, as a full-time, primarily 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. Occasional in-person training at LA stores is required. 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 statusβ and product details
- Learn the Catbird βvoiceβ 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