Remote E-Commerce Customer Service Associate

Catbird, a fine jewelry company, is currently looking for full-time Seasonal Customer Service Associates in our E-commerce Department.

SCHEDULE: Monday - Friday 9:30am - 6pm (Mondays & Fridays are remote)

The role will start immediately, with a contract end date of December 31st. There is a possibility to extend based on business demands.

Please note, there will be some mandatory weekends and overtime. This role is located at our Brooklyn Navy Yard office.

Key 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

Our Ideal Candidate

• 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
• Experience with jewelry or luxury brands is a plus
• Experience using Kustomer is a plus

Compensation: $21/hour