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Great Experience Maker (Remote)
About the position
The Great Experience Maker responds to customer contacts through all channels regarding questions, problems and concerns. This position involves handling customer questions via call, email and store escalation, providing support in an upbeat and friendly manner. The role requires logging all calls into the appropriate systems including detailed descriptions, history, and resolution of issues. The Great Experience Maker provides professional, timely and efficient follow-up by providing status updates and resolution information. Additionally, this position includes providing on-the-job training to new or less knowledgeable Customer Care agents and maintaining a working knowledge of products.
Responsibilities
- Handles customer questions via call, email and store escalation.
- Provides support in an upbeat and friendly manner.
- Logs all calls into the appropriate systems including detailed descriptions, history, and resolution of issues.
- Provides professional, timely and efficient follow-up by providing status updates and resolution information.
- Provides on-the-job training to new or less knowledgeable Customer Care agents.
- Maintains working knowledge of products.
- Performs other duties as assigned.
Requirements
- High School Diploma or GED.
- 1 year of previous Customer Service experience.
- Strong verbal and written communication skills.
- Exceptional customer service, listening, problem solving and interpersonal skills.
- Bilingual in French and English would be an asset.
- Ability to diagnose, troubleshoot and resolve issues over the phone in a fast-paced, dynamic environment.
- Flexibility and comfort working in a new business environment.
- A passion for crafting/making is a plus.
- Must be able to work any shift (7-9 Mon-Friday, 8-7 Sat-Sun).
Nice-to-haves
- College coursework is a major plus.
- Retail experience is a plus.
Benefits
- Health insurance (medical, dental, and vision).
- Paid time off.
- Tuition assistance.
- Generous employee discounts.
