Benefits:
401(k) matching
Flexible schedule
At eyebobs we create original glasses for original people. We see our Customer Experience Associates as a key component in achieving success, which is ultimately realized by providing world-class communication to and from our customers.
As a CEA you will be the voice of eyebobs, providing outstanding service to our customers through every channel in which we interact with them. You will significantly impact eyebobs’ brand by making every customer interaction a delightful one. We are looking for a strong communicator – someone who is confident and comes across on the phone, in email, and on chat with genuine warmth and personality. When confronted with an issue or a frustrated customer, you listen carefully to understand the problem and are creative and resourceful in finding the best and fastest solution.
This is a part-time (20-25 hours/week) hybrid position with work from home opportunity, as well as some time required in the Minneapolis HQ office. Shifts will be scheduled during eyebobs CE service hours: 8am-6pm Monday-Friday and 8am-4pm on Saturdays. This position is required to work 1-2 Saturdays per month.
Job Duties and Responsibilities:
Expert handling of incoming and outgoing customer care calls, emails, chats and escalations
Processing sales transactions over the phone, tracking orders and responding to customers within SLA requirements
Multi-tasking using various in-house and off the shelf software programs (i.e ZenDesk, Shopify, Netsuite, Slack etc.)
Offering value-added solutions and promoting customer loyalty by providing exceptional customer support
Updating internal documents and customer records daily
Collaborating with our Operations, Product and Marketing teams to solve customer concerns
Working closely with our Logistics and Website developers to troubleshoot issues
Providing feedback on potential issues and follow up processes
Additional project work and assigned tasks when required
Gaining an in-depth knowledge of eyebobs products
Other duties as assigned
Education and Experience:
High School Graduate or equivalent
1-2 years of customer service experience in retail or call center environment
Position Requirements/Other:
Outstanding interpersonal skills and enthusiastic approach to interactions with customers and peers.
At least 2 years of customer service experience preferred
Ability to think quickly on one's feet
Excellent communication skills - you excel at being concise, clear and you read your audience to determine the appropriate tone to use
Proven problem solving skills - our customers appreciate efficiency and speedy resolutions
Ability to remain calm and de-escalate potentially contentious situations
Keen attention to detail and strong time management skills
Professional, positive, take-charge attitude
A passion for continuously improving
A team player attitude, also capable of working independently
Proficiency using Windows operating system, basic knowledge of Word, Excel and G-suite
Must have flexibility to work more than standard 8-hour days.
Flexibility in scheduling is required. Current CE coverage hours are 8am - 6pm, Monday through Friday, and 8am – 4pm on Saturday.
This job description is not designed to be a complete list of all the duties and responsibilities required of this position. Duties, responsibilities and activities may change at any time with or without notice. This job description doesn't constitute a contract of employment and the company or the employee may exercise their employment-at-will rights at any time.
Flexible work from home options available.