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Description
Be the ambassador of glassybaby to the customer by providing excellent customer service to customers who contact glassybaby via phone and/or email. This is an in-person position at our corporate office in Redmond, Washington.
Requirements
Primary Duties:
- Answer glassybaby customer service phone lines in a timely and professional manner.
- Treat all customers equally and provide consistent, attentive service.
- Respond to voicemails left on the customer service line within 24 hours.
- Assist customers with questions, issues, and order support.
- Respond to customer service emails within 24 hours.
- Respond and manage tickets in HappyFox.
- Manage FedEx claims & replacements.
- Document common or recurring issues and communicate them to relevant stakeholders.
- Help facilitate mail exchanges in Redmond.
- Communicate with customer trends or escalations to the Customer Service Manager as needed.
- Act as an amiable, informed, and helpful representative of the glassybaby brand.
- Adjust duties and schedules as needed during the holiday season.
- Demonstrate clear verbal and written communication skills.
- Be a self-starter who is proactive and detail oriented.
- Provide kind, courteous, and empathetic customer service.
- Build rapport and meaningful connections with customers.
- Willingness to learn and adapt to new technology and platforms.
- Ability to navigate tense or high-pressure situations with professionalism and grace.
- Affinity for color and design to assist customers with product selection.
- Ability to assist the etching department with order facilitation as needed.
- Strong organizational skills and accurate record keeping.
- Retail sales experience required.
Measurements of Performance (ongoing):
- Delivery of efficient, friendly, and responsive customer service.
- Effectively represents and promotes the glassybaby brand and customer experience.
- Demonstrates thorough knowledge of glassybaby’s mission, product creation process, and giving programs.
- Maintains high levels of customer satisfaction and positive customer feedback.
Education/Experience/Certifications/Licenses:
- High school diploma or equivalent (GED)
Knowledge, Skills, and Abilities:
- Clear verbal and written communication skills.
- Self-starter and proactive.
- Kind and courteous customer service skills.
- Ability to create rapport with customers.
- Retail sales experience preferred.
Physical Demands:
- Ability to regularly lift-up to 35 pounds and rarely lift to 50 pounds.
- Frequent standing, walking and sitting.
- Must be able to work in conditions that are impacted by weather and climate.
- Must be able to speak, hear read and write well enough to conduct conversations.
- Vision abilities are critical and include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
- Must be able to work in an environment where noise level is usually moderate.
- Frequent use of hands to finger, handle, or feel; must be able to frequently reach with hands and arms; below, at and above the waistline
Benefits
Medical/Vision, Dental, STD, Paid Life and AD&D
401K with a company match
HSA and FSA programs
Voluntary Life and AD&D, Colonial Plans, Pet Insurance
Employee Discount
Access Perks - discount Program
Learn more about this Employer on their Career Site
