Senior CX Associate

Summary

Join Blueland's CX Team as a Senior Customer Experience Associate and be a front-line representative, providing best-in-class customer service. You will solve problems, provide excellent service to website and third-party shoppers, and engage with our community on social media. This role requires strong communication, expert product guidance, proactive issue resolution, and a passion for exceptional customer service. You will thrive in a fast-paced environment, paying close attention to detail while multitasking. The position reports to the CX Lead and includes weekend shifts. Compensation includes a competitive hourly rate and a comprehensive benefits package.

Requirements

• 2+ years experience in a customer-facing role, preferably within e-commerce, service, retail, or consumer goods
• Exceptional verbal and written communication skills
• Strong problem-solving abilities and a proactive approach to customer issues
• Ability to multitask, prioritize, and manage time effectively, always prioritizing the customer in a fast-paced environment
• Ability to troubleshoot and problem solve, finding solutions
• Capability to work well independently while also thriving in a collaborative team environment
• Passionate about Blueland’s mission, the environment sustainability, and providing outstanding customer experiences
• Full understanding of social media platforms such as Facebook and Instagram, with the ability to monitor and engage with customers on your personal devices when needed
• Quick learner with the ability to pivot and adapt to new software and tools efficiently
• Schedule will include weekly both a Saturday and Sunday shift

Responsibilities

• Deliver exceptional customer care with a positive and proactive mindset through various communication channels (messaging, online chat, e-mail, and social media)
• Approach customer interactions with a balance of attention to detail and a sense of urgency, ensuring that you are building a positive customer experience, where the customer’s happiness is always the number one priority
• Consistently maintain professionalism and serve as a front-line representative of the Blueland brand in all customer interactions
• Educate and provide solutions to customer inquiries about our products, including ingredients, usage instructions, and sustainability practices
• Leading role in monitoring and engaging with customers on social media platforms, building community, addressing concerns, and sharing feedback with our team
• Contribute ideas to improve existing processes to consistently exceed customer expectations and create moments of delight
• Identify and escalate emerging customer issues to relevant team members for quick resolution
• Utilize internal systems and tools to provide best-in-class customer solutions
• Handle challenging customer inquiries and escalation with patience and professionalism
• Ability to assist in training of new team members, sharing knowledge, tips, and best practices
• Contribute on various projects outside of the CX inbox, which may include quality assurance, training documentation, refund tracking and updating, platform maintenance, or data entry
• Proactively support the team during high volume periods
• Collaborate cross-functionally with different departments and teams to improve the overall customer experience, which may include one-time tasks and ongoing projects

Preferred Qualifications

• Experience with Blueland’s tech stack (Gorgias, Loop, Okendo, Shopify, Klaviyo, ReCharge) is a plus
• Understanding of CX metrics and goals such asFRT (First Response Time), and AHT (Average Handling Time)

Benefits

• Health benefits
• Stock options
• Generous paid time off
• Paid holidays
• Paid civic engagement days
• Paid parental leave
• 401k (employee contribution)
• Professional development stipends
• Remote work reimbursements
• Various discounts to like-minded companies and more