Customer Experience Team Member (P/T)

Petalfox

Customer Experience Team Member (P/T)

Los Angeles, CA
Part Time
Paid
  • Responsibilities

    WHO ARE WE:

    Petalfox is a lifestyle brand built around self care starting with flowers. Our mission help people curate a more intentional place to dream, make and do. We're designed for personal spaces and self-care purchases, bringing the timeless act of botanical appreciation into everyday romance.

    We founded in November 2017 and began shipping to limited geographies in March 2018. We recently received our first lead VC investment and expanded our service to 16 total states on the West & East Coasts.

    We just launched our text message system, allowing people to order Petalfox blooms all over text!

    And flowers are just the start! Petalfox is building a way to shop over text message for all of your monthly happy spends and self-care brands.

    WHO ARE YOU:

    You're obsessed with providing best in class customer service, you aren't afraid to think outside the box and you're ready to take on building a completely new approach to customer experience from the ground up through 1-1 conversational marketing.

    Requirements:

    • Bachelor's degree or equivalent combination of education and related experience

    • Minimum 4 years in a CX role; both preferably with an e-commerce, text messaging first and/or subscription commerce company

    • Experience using Shopify, Recharge, Zendesk, Groove, Intercom, Desk.com or other similar platforms

    • Excellent written and verbal communication

    • Detail-oriented and extremely organized

    • Can comfortably navigate multiple platforms

    • Excellent multi-tasking and problem-solving skills

    • Customer service oriented and solution focused

    • Must be available to work overtime, holidays, nights and weekends as needed

    • Typing Speed minimum of 50 wpm

    Intangibles:

    • Startup / entrepreneurial mentality
    • Deep empathy and obsession for delivering an amazing customer experience
    • Ready to go above and beyond
    • Creative and iterative mindset

    WHO WE ARE TOGETHER:

    Together our team creates a world-class customer experiences, challenges the norm, builds groundbreaking new categories and has a great time doing it.

    WHAT YOU'LL DO:

    • Foster and champion the 1-1 customer experience and conversational commerce approach within the Petalfox culture
    • You will be the voice of Petalfox to our customers from pre-purchase to post-purchase across all touch-points (email, SMS, phone, chat, social, packaging, transit times, pre-orders, etc.)
    • Skillfully assist and retain customers through positive customer relationship building
    • Process orders and returns
    • Troubleshoot technical and billing issues for customers
    • Meet and exceed service, accuracy, and productivity expectations
    • Communicate with Team Leads and/or Management to correct and prevent customer complaints/issues
    • Continually help to improve customer experience systems
    • Suggest improvements that enhance customer communications