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Customer Experience Specialist

2 months ago

Gardena, United States 686 Technical Apparel Full time

Job Type

Temporary

Description

Who we are

For over three decades, 686 Technical Apparel has been developing, testing and engineering technical fabrications and laminations in apparel. Everything we do is based around innovation, people, and purpose with the goal to build the best performance products with our active-minded community. We create products. We create a community. We create experiences.

Our key building blocks:

  • Independence
  • Innovation
  • Inclusion
  • Community
  • Sustainability
We're looking for a passionate and motivated Temporary Customer Experience Specialist to deliver a best-in-class experience for our fans as the frontline voice of the brand.

What you'll do

The Customer Experience Specialist is a crucial position for the success of our Ecommerce business and 686 as a whole, as it's you who our fans will be reaching for support and guidance. Your actions and communication with our fans will directly impact their experiences and their lasting impressions of our brand.

In this role, your primary focus is to deliver quality interactions to our fans as you address their questions and concerns with empathy, accuracy, and efficiency; seeking ways to elevate their experiences at every step. You'll become an expert on our internal tools, processes, and procedures, along with our robust product catalog, in order to confidently resolve any number of questions or concerns surrounding the online customer purchasing journey.

How you'll do it
  • Address and resolve incoming fan tickets across our contact channels with a professional and brand-appropriate voice
  • Meet or exceed KPIs set by the Customer Experience Manager, e.g., First Response Time, Customer Effort Score, multi-touch ticket percentages, etc.
  • Actively observe themes/trends across tickets and bring attention to areas of concern
  • Attend meetings with Customer Experience and other teams as needed to share insights and remain informed
  • Continually strive to improve product and process knowledge
  • Inject your unique self and personality into every interaction
  • Any other responsibilities assigned by management
Duration of this seasonal position will be from start date through the end of February, 2025. The expected hourly commitment will be 20 hours/week to start, increasing to a maximum of 40 hours/week during peak selling months (November-January). Must be able to work the majority of the time during regular business hours, 9am-5pm PST. If you live within driving distance of our Gardena, CA office, we would like you to join us during our in-office days on Tuesday and Wednesday.

Requirements

What you bring
  • A minimum of 1 year experience in a customer service position
  • Interest in, and knowledge of, the outdoor apparel industry and winter sports is desired
  • Ability to think critically and solve unique problems
  • Outstanding written and verbal communication skills
  • Experience using Zendesk and Shopify, or similar tools
  • Minimum of 45 WPM (words per minute) typing skills
  • An established work-from-home environment with adequate internet and technology (personal computer)

If this sounds like you, we can't wait to connect Submit your resume today for immediate consideration.

Salary Description

$20/hour