Job Description
We are seeking an outstanding customer service specialist who absolutely loves connecting with customers, answering their questions, and supporting them as a customer and friend.
Live Bearded is a fast-paced, dynamic e-commerce company based in Scottsdale, AZ. Founded in 2016 by two best friends, Spencer and Anthony started live bearded to help Beardsmen look, feel, and be their best.
As a company, we love to have fun, support each other and most importantly, support our customers. Over the last 6 years, we've had the privilege of serving hundreds of thousands of beardsman from all over the world and have quickly grown into a household name in the beard community.
Our goal with our customer service is to absolutely blow our customers away with the level of service and support we provide them creating a “wow” experience. We often hear, "I'm a customer for life" because of the level of support and service we provide and we are looking for someone who truly loves connecting with customers and providing this level of "unreal" experience.
As a company, we have a 365-day money-back guarantee and offer a Lifetime Warranty on every product we sell so we can always provide the highest level of service possible. We view customer service as one of the most influential roles of the company as you are on the front lines, connecting and communicating with our customers on a daily basis.
As a Customer Service Specialist (CSS), you are the first point of contact with our customers and this first impression MUST be an outstanding one. Customer relationships and future order opportunities are absolutely determined by the interactions with a company and that starts with customer service and the way you make our customers feel.
The day-to-day responsibilities include customer communication via email, phone, social media channels, and chat/private group. You will be responsible for following up with customer service tickets that come in, answering questions, problem-solving order issues, processing returns, refunds, and replacements for lost/damaged orders.
You will also be required to answer questions and comments from social media. This is a very dynamic and fast-paced position with timelines that need to be met. You must have high attention to detail and love connecting with and supporting our customers.
We want to ensure our customers always know we have their back no matter what and are there to support them however we can. This is a vital part of the success of Live Bearded and the backbone of which our culture is built upon. We believe you create this "wow" experience by doing the following:
Respond to customer requests as quickly as possible to really blow them away. Our goal is to have a first response time average of 2 hours. This does not mean during the workday you respond within 2 hours, but rather an average for a 24 hour period. Tickets should never go more than one hour without responses during business hours.
Respond and engage in all reviews, comments, or posts left by customers on social media to let them know they’ve been heard, and we appreciate their feedback. We make a point to engage with everyone who reaches out to the brand. This means answering customer service tickets as well as responding to comments on ads we run on Facebook, Youtube, Instagram, Reviews, etc.
Display our company culture through all communication. As a member of Live Bearded, you represent the brand with every stroke of the keyboard. Responding in a way that is aligned with our values is a MUST, even when responding to negative messages. You must have excellent written communication skills and be able to give our customers the attention and understanding they deserve.
Be personable, compassionate, respectable, and YOU! We want you to have fun in this role and bring your personal voice to the team here at Live Bearded. Live Bearded is created by beardsmen, for beardsmen and we want you and your personality to really amplify our brotherhood culture.
JOB REQUIREMENTS:
Our customer service requests come digitally through Facebook, email, and text message so this role will require efficient typing, as well as proper grammar and punctuation.
This role will require the use of multiple software dashboards and apps on a daily basis, so general computer knowledge is a must.
You will need to be extremely consistent in your actions to ensure all requirements are performed daily or weekly, depending on the task.
You must have excellent communication skills via phone, email, text, and messenger.
You must have high attention to detail and an ability to problem solve and support customers. You must love working with customers to help them solve any concerns or challenges that may come up.
You must live in Arizona and work Monday - Friday from our office located in Tempe. We don't have strict start times, but you should begin your day between 8-9 am every day.
HOW TO APPLY
Upload your video to a video-sharing platform.
Email your application video and resume to spencer@livebearded.com with the subject "CSS Application"
Disclaimer: You must have high attention to detail to be considered for this role. To be considered, you must follow the application directions exactly.
Company Description
From the Team: "Working at Live Bearded: “ I absolutely LOVE working at Live Bearded. I have never worked at a company that has been so invested in my growth. Any time I see an opportunity to check out a class or conference to gain a new skill they support it immediately. Work here is always so dynamic, and it really keeps things interesting. I have had so many jobs where it just feels like you are doing the same thing every day, but not here, and it keeps it interesting. I can honestly say this is the only time in my professional life when I have not felt like I was working FOR someone, but rather working WITH my best friends towards a common goal, and that is a rare and beautiful thing!”