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Customer Service Happiness Lead

4 months ago

Carlsbad, United States Vuori Clothing Full time

Company Description Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. Our high energy, fast-paced office environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose.while having a lot of fun along the way. We are proud to be an outlet for opportunity of personal growth and success. Job Description At Vuori we are guided by three Core Values, to make great products, be in great relationships, and live extraordinary lives. These values along with our Investment in Happiness, lead us to creating amazing customer experiences. The Vuori Customer Service Happiness Lead is an integral part of the Customer Experience Loop, especially when it comes to creating great relationships with our customers. As a Vuori Customer Service Happiness Lead, you will spend your day responding to Vuori Shopper's escalated questions and concerns through e-mail, Chat, and Phone, always while assuming positive intent of the customer. You will be helping the Customer Service Team when agents have questions or need to deescalate customer issues. You will work with Supervisors and train new employees and Omni's. Responsibilities include but are not limited to * Strong interest in providing great customer experiences * Ability to self-manage * Desire to do the right thing, all the time * Highly Skilled Communicator (orally & written) * Willingness to take on new projects * Ability to unpack another's emotions and respond accordingly * Experience in handling escalated customer service issues * Motivate and help train all tiers * Assist when needed in leadership inbox * Point of contact for team when Supervisor is not available * Attend meetings when Supervisor and or Manager are not available * Help update guru cards * Assist Omni and Supervisor when needed You may be assigned additional tasks and projects in addition to the above general responsibilities Qualifications * Bachelor's degree or, in lieu of degree, 1 years of equivalent work experience. * Strong interest in providing great Customer experiences * Organized and able to track progress of themselves and others * Ability to unpack another's emotions and respond accordingly * Leads by example and can get into the details with agents * Exceptional interpersonal, written, and oral communication * Desire to motivate and lead tiers 1,2 &3 with a focus on quality feedback * Bonus points for experience with Kustomer, Shopify, FullCircle, or Warehouse Operating System * Bonus points for speaking Spanish * Available for travel to Mexico and other locations as needed Additional Information Pay Range: $21-$24/hr Benefits: * Health Insurance * Paid Time Off * Employee Discount * 401(k) All your information will be kept confidential according to EEO guidelines.

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