Customer Experience Representative

Customer Service New York, New York


Description

Chloe + Isabel is revolutionizing fashion with cutting-edge social media innovation for stylish, entrepreneurial women!  At the heart of our business is our Merchandiser community comprised of fashion-loving, socially savvy, entrepreneurial women who sell our exclusive jewelry line through in-home pop-up shops and their own personalized C+I online boutiques. From our studio in New York City, Chloe + Isabel designs jewelry for every woman from daring trend-setter to timeless, refined styles.  Chloe + Isabel jewelry has been featured in Glamour, InStyle, Lucky, Us Weekly, OK!, Real Simple, Refinery29, StyleCaster, Mashable, Forbes, Huffington Post and more. Our CEO and Founder, Chantel Waterbury, has been recognized as one of the Top Women in Omni Channel Retail for 2015.

At Chloe + Isabel our customers are our greatest assets and we love to thrill our customers. The Chloe + Isabel Merchandiser Experience Representatives are an integral part of the company promoting and fostering the absolute best customer experience when our users interact with our product, our site and our brand. Our support organization is growing and delivers the best of breed service that differentiates Chloe + Isabel’s products and our service from any other social selling company. Our team members are the number one reason our customers love us (well, besides our jewelry of course).

Responsibilities:

• Follow the Care expectations to deliver an exciting and consistent experience, via phone and email.
• Achieve daily KPIs to ensure customer communication is resolved within SLA
• Participate in team meetings, training sessions and product launches
• Work together with your fellow team members to support each other at busy times and in demanding situations.
• Identify ways to personalize the experience of every customer, whenever possible.
• Show ownership and excitement in our community via Social Media
• Take ownership for resolving customer complaints as quickly as possible, escalate when apprise and ensure follow up when needed.
• Always deal with the most difficult situations in a willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems.
• Use all platforms confidently and accurately
• Identify and bubble up tech glitches in real time to ensure user experience
• Confidently speak to CANDI policy
• Utilize best judgment
• Partner with internal and external departments to ensure issues affecting customer orders or returns are resolved to ensure a timely experience 
• Directly support customer facing inquires

Experience, Skills and Ability:
• Previous customer care experience
• Excellent communication skills. You must be able to display the highest level of accuracy (spelling, grammar, punctuation and pronunciation) in both written and spoken communication
• Ability to adapt to new and changing platforms
• Tech savvy
• Ability to achieve results in a fast paced environment
• Opened to change and approaches each day with a can do attitude
• Self-motivated, proactive and up-beat
• Team player

Hours:  You will be assigned to one of our shifts all within the working hours of 8:30am and 7:00pm, and must be prepared to work rotational weekends and holidays.


Chloe + Isabel does not currently provide sponsorship for employment visas. Employment is contingent upon legal work authorization with documents that satisfy Form I-9, Employment Eligibility Verification.