Job Description

DÔEN IS A LOS ANGELES-BASED LINE INSPIRED BY VINTAGE DESIGNS AND A NOSTALGIA FOR THE CALIFORNIA OF PAST DECADES. DRIVEN BY THE SHARED DESIRE TO MAKE ELEVATED YET WEARABLE PIECES FOR THE EVERYDAY, WE STRIVE TO BRING MORE THAN A BOUTIQUE SHOPPING EXPERIENCE TO YOU BUT TO USE DÔEN TO CONNECT WITH OUR CUSTOMERS, BUILD AN OPEN COMMUNITY, AND FOSTER RELATIONSHIPS WITH THE INSPIRING INDIVIDUALS WHO WEAR OUR CLOTHES THROUGHOUT THEIR LIVES. AS A WOMEN-OWNED COMPANY, A CORNERSTONE OF THE DÔEN BRAND MISSION IS SUPPORTING WOMEN IN THE WORKPLACE AND IN THE SUPPLY CHAIN; WE DO THIS BY CHOOSING DOMESTIC AND OVERSEAS MANUFACTURERS WHO SHARE OUR VALUES AND COMMITMENT OF GENDER AND SOCIAL EQUALITY AS WELL AS GIVING BACK BY PARTNERING WITH FOUNDATIONS THAT DIRECTLY BENEFIT THEIR EMPLOYEES AND SURROUNDING COMMUNITY. WE CELEBRATE INCLUSIVITY, EQUITY, REPRESENTATION, AND BELONGING IN THE WORKPLACE, AND STRONGLY ENCOURAGE CANDIDATES WHO IDENTIFY AS PEOPLE OF COLOR, PEOPLE WITH DISABILITIES, LGBTQ+, AND/OR GENDER NON-CONFORMING TO APPLY.

CUSTOMER CARE SOCIAL ENGAGEMENT REPRESENTATIVE

DUTIES AND RESPONSIBILITIES

•   MONITOR ENGAGEMENT ACROSS ALL SOCIAL MEDIA CHANNELS - INCLUDING INSTAGRAM, FACEBOOK, TWITTER, AND LINKEDIN.
•   MODERATE COMMENTS AND OTHER ENGAGEMENT ON ALL CHANNELS, REPLYING TO CUSTOMER INQUIRIES, AND ESCALATING ANY ISSUES TO TEAMS ACCORDINGLY.
•   MAINTAIN COMMUNITY RESPONSE GRID UNDER THE DIRECTION OF THE DIRECTOR OF COMMUNICATIONS  AND ENSURE FREQUENT AND TIMELY UPDATES, MAKING SURE TO AVOID RESPONSES THAT ARE ROBOTIC AND IMPERSONAL.
•   FLAG ANY TRENDING OR HOT BUTTON CONVERSATIONS/TOPICS, PARTNERING WITH APPROPRIATE TEAMS WHEN NECESSARY, AND SHARING INSIGHT AROUND WHAT MAY BE DRIVING CERTAIN CONVERSATIONS. 
•   WORK WITH CROSS-FUNCTIONAL TEAMS AS NEEDED ON REPLIES AND ESCALATION OF ANY CRITICAL ISSUES PER INTERNAL PROCEDURE.
•   RELAY COMMUNITY FEEDBACK TO CROSS FUNCTIONAL TEAMS DAILY REGARDING THE STATE OF EACH CHANNEL (FACEBOOK, INSTAGRAM, INSTAGRAM DMS, & TWITTER). CUSTOMER CARE, AND COMMS.
•   PROVIDE HIGHEST LEVEL OF CUSTOMER CARE TO GROWING CUSTOMER BASE.
•   ASSIST CUSTOMER CARE WITH ORDER ALLOCATIONS AND BATCHING.
•   MONITORING CHAT,  ANSWERING INCOMING CUSTOMER CALLS, AND EMAILS. TROUBLESHOOTING WITH CUSTOMERS UNTIL THEY ARE SATISFIED WITH THE OUTCOME.
•   PROVIDE SHIPPING UPDATES AND TROUBLESHOOT SHIPPING ISSUES WITH COURIERS AND DC TEAM.
•   WORK WITH CROSS FUNCTIONAL DEPARTMENTS TO UNDERSTAND PRODUCT SHIPMENT CYCLE AND ADVISE CUSTOMERS ON PRODUCT AVAILABILITY.
•   ASSIST CUSTOMERS WITH FIT AND SIZING ADVICE, PROVIDE STYLING ADVICE TO CUSTOMERS WHEN REQUESTED.
•   NAVIGATE CUSTOMERS THROUGH OUR WEBSITE, FAQ PAGE, HELP CENTER, AND POLICIES.
•   OFFER SOLUTIONS, ADDRESS SERVICE ERRORS AND BUILD CUSTOMER CONFIDENCE.
•   COMMUNICATE ANY ERRORS DETECTED, I.E.: INCORRECT PRICES, SKU MISREADS OR MIS-SHIPMENTS.
•   COLLECT/RELAY CUSTOMER FEEDBACK FOR CONTINUOUS IMPROVEMENT INITIATIVES
•   DEFUSE CUSTOMER SITUATIONS AND PROVIDE RESOLUTION IN A TIMELY AND EFFECTIVE MANNER.
•   EFFECTIVELY UTILIZE RESOURCES TO RESOLVE ISSUES INDEPENDENTLY AND ESCALATE WHEN APPROPRIATE.
•   OTHER TASKS ARE ASSIGNED AS NEEDED TO SUPPORT BUSINESS NEEDS.

SKILLS

•   EXPERIENCE IN BOUTIQUE CUSTOMER CARE, SOCIAL MEDIA, COMMUNICATIONS, AND/OR RELATED DEGREE.
•   BACKGROUND IN A CUSTOMER FACING ROLE IS A MUST.
•   EXCEPTIONAL ATTENTION TO DETAIL AND HIGHLY ORGANIZED WITH FOCUS ON EXECUTION, PROBLEM SOLVING, AND IMPROVING PROCESSES.
•   ABILITY TO ORGANIZE, PRIORITIZE, AND REORDER WORKLOAD IN A FAST-PACED ENVIRONMENT.
•   EXCELLENT COMMUNICATION WITH AUDIENCES ACROSS ALL LEVELS OF THE COMPANY.
•   TEAM ORIENTED; WILLING TO OCCASIONALLY STEP-IN AND TAKE ON RESPONSIBILITIES OUTSIDE OF IMMEDIATE SCOPE WHEN NEEDED.

STRICT COVID-19 SAFETY PROTOCOLS ARE IN PLACE, AND ALL TEAM MEMBERS MUST FOLLOW THE POLICY GUIDELINES

IN OUR HIRING, WE ARE ACTIVELY SEEKING CANDIDATES WITH A COMMITMENT TO ANTI-RACISM, AND WITH SKILLS TO ADVANCE EQUITY, INCLUSION, AND RACIAL JUSTICE IN THEIR WORK. YOU’LL BE JOINING A COMPANY THAT IS INCLUSIVE AND CELEBRATES MULTIPLE APPROACHES AND VIEWS AS WE BELIEVE DIVERSITY DRIVES CREATIVITY AND GROWTH. WE WORK HARD TO FOSTER A CULTURE OF HONESTY, INTEGRITY AND COLLABORATION WHERE GROWTH IS NOT ONLY ENCOURAGED BUT EXPECTED.

WE ARE AN AT-WILL, EQUAL OPPORTUNITY EMPLOYER

Company Description

DÔEN was founded in 2015 by a collective of creative LA-based women aiming to improve upon the traditional fashion industry model by supporting women-identifying people in the workforce in all aspects of the organization, supply chain, and community. Inspired by vintage designs and nostalgia for the California of past decades, we strive to make elevated yet wearable pieces for the everyday. As a direct-to-consumer brand, the DÔEN lifestyle, e-commerce site, social media channels, and retail store experience is a platform through which we connect with customers, build an open community, take a vocal stance on causes we deeply believe in, and foster relationships with inspiring individuals. As an apparel brand, we are intentional when selecting our manufacturers, and partner solely with factories that share our company values. Our production partners share our commitment to supporting those who identify as women in the workplace and are collaborators in our mission to eliminate the gender gap at every point in the supply chain. We work with 3rd-party compliance audits to evaluate our manufacturing partners on a host of practices, from gender and social quality to wages to ethical work environments and standards.