Customer Experience Specialist

3 months ago

Hoboken, United States Happy Box Full time

Job Description

Customer Experience Specialist (In-Person)

March 2022

Part Time Customer Experience (CX) Specialist

To apply, email a cover letter & resume to our Hiring Manager Kat - [email protected]

Happy Box is Growing

We are an e-commerce gift box company, featured in Buzzfeed, Forbes, OprahMag.com, BRIDES, and more. Founded by two sisters, Happy Box Store believes that giving the perfect gift should be as happy of an experience as receiving one. We hope to deliver a little more "happy" to the world by making it easier to celebrate any moment with gifts built specific to each recipient. Our customers pick a box, pick a variety of gifts, and pick a card, and their gift gets sent directly to their recipient's door. We buy a large majority of our products from other female-owned small, and mission-based businesses, so our customers know they are supporting great businesses when they buy gifts from us.

Job Description

Happy Box is hiring for a problem solver to join our team as a Part Time Customer Experience (CX) Specialist. We're looking for an enthusiastic individual who will field customer service inquiries and provide customers with a solution within the parameters of our company CX playbook. Our ideal candidate is someone who works independently & holds themselves accountable to daily goals while maintaining a high level of customer support and professionalism. We love employees who approach each day with a positive attitude, represent our company culture, and inspire teamwork. As a scrappy start-up, our perfect candidate is willing to take an all-hands approach to jump in to assist other team members in various ways. A successful candidate for this role will develop a strong command of the company's customer service policies, customer shopping experience, be a team player, and be ready to learn our brand and products inside and out.

Hours

  • 15-30 hours/week
  • In person (Our Fulfillment Center is located in Hoboken, NJ)
Responsibilities
  • Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every contact. Maintains a happy, solution oriented attitude towards all customers.
  • Efficiently and correctly answers all email and social media customer service inquiries and tickets (via our customer service software, Gorgias) regarding shipping issues, product questions, order issues, including any and all general customer concerns. Redirects issues to appropriate internal parties as needed to ensure further action is taken.
  • Hits all daily and weekly CX productivity goals and reporting goals and deadlines.
  • Responsible for handling all fulfillment center in-person CX needs including, but not limited to, return to senders (alerting customers and restocking physical inventory), correcting invalid addresses, address change validation, answering international shipping questions, handling reshipments, etc
  • Works closely with the fulfillment center team and help facilitate all order changes/issues in a timely manner
    • Actively participates in and facilitate CX needs documented in our internal Slack channel
  • Helps support manager in maintaining an up-to-date product details spreadsheet (ie: ingredient lists, allergy notices)
  • Fulfillment Error Monitoring
    • Responsible for marking errors in fulfillment portal
    • Provides insight into noticeable error trends as needed at the request of a manager
    • Send weekly report of any recurring customer issues, trends, and propose solutions to mitigate similar problems in the future
  • Monitor customer-related inventory issues and execute the appropriate processes for:
    • Ingredient questions
    • Out of stock items
    • Damaged items
    • Low stock items
  • Fulfill and ship (or reship) items in response to customer needs, promotional/marketing needs, or any special project needs
    • Trained and able to step into the fulfillment team on an as needed basis to assist during high volume periods
  • Support our Corporate team with customer service needs including
    • Gift Card creation
    • Shipment tracking
    • Ad-hoc support via creating shipping labels, add-on invoicing, etc.
  • Assist with ongoing CX + Fulfillment training and training refreshers
  • Partner with our shipping insurance partner to ensure all shipping claims are submitted.
  • Escalate problems to the appropriate team members or channels
  • Support Manager in ensuring the CX & Fulfillment Playbooks, as well a customer-facing FAQs and Terms of Service, are up to date with any new issues that arise/updated policies
Requirements
  • Must be able to work in-person in our fulfillment center based in Hoboken New Jersey
  • Must be 18 years of age or older and legally able to work in the U.S.
  • Proficiency in Gorgias or similar CX ticketing software required (Zendesk, etc)
  • Basic computer proficiency (email, able to be trained in our software)
  • Able to follow directions and critically problem solve
  • Must be solutions-oriented with a positive attitude
  • Offer potential solutions when escalating a problem
  • Must be prepared to learn all Happy Box duties, tone/voice, playbook, ways of working and escalation path.
  • Comfortable working autonomously in a fast-paced environment with little downtime.
  • Autonomously tracks personal goals & hits internal benchmarks
Covid-19 Precautionary Measures
  • Masks required by all people entering the space (subject to change per CDC/NJ recommendations and/or per vaccination status)
  • Fulfillment center/HQ deep cleanings
  • Team mandatory workspace cleanings upon arrival and before leaving

  • Customer Experience Specialist

    3 weeks ago

    Hoboken, New Jersey, United States Happy Box Full time

    Job DescriptionCustomer Experience SpecialistHappy Box is seeking a skilled Customer Experience Specialist to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our customers.Key Responsibilities:Respond to customer inquiries and resolve issues in a timely and...

  • Customer Experience Specialist

    4 weeks ago

    Hoboken, New Jersey, United States Happy Box Full time

    Job DescriptionHappy Box is a dynamic e-commerce gift box company that is growing rapidly. We are seeking a highly motivated and detail-oriented individual to join our team as a Part Time Customer Experience Specialist. Key Responsibilities:Provide exceptional customer service through email and social media channels, ensuring a positive experience for every...

  • Customer Experience Ambassador

    4 weeks ago

    Hoboken, New Jersey, United States Restore Cryotherapy of Jacksonville Beach Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Hyper Wellness Representative. As the face of our location, you will play a key role in delivering exceptional customer experiences and promoting our innovative wellness services.Key ResponsibilitiesProvide exceptional customer service and support to clients,...

  • Customer Experience Representative

    4 weeks ago

    Hoboken, New Jersey, United States Restore Cryotherapy of Jacksonville Beach Full time

    Job SummaryWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Representative. As a key member of our front desk team, you will be responsible for delivering exceptional customer service and ensuring a positive experience for our clients.Key Responsibilities:Greet clients and assist them with our...

  • Anthropologie Sales Associate

    3 weeks ago

    Hoboken, New Jersey, United States Anthropologie Full time

    Job SummaryA Seasonal Sales Associate at Anthropologie contributes to driving sales through providing a genuine and unique experience to each customer. The ideal candidate will be responsible for creating a welcoming atmosphere, engaging with customers, and providing personalized product suggestions.Key Responsibilities• Initiates genuine conversations to...

  • Branch Operations Specialist

    3 weeks ago

    Hoboken, New Jersey, United States Blue Foundry Bank Full time

    The Branch Operations Specialist is responsible for assisting with all aspects of the branch sales and operation in accordance to banking regulations and bank procedures.Key responsibilities include:Providing customers with exceptional financial support and adviceEstablishing meaningful relationships with customersProfessionally and knowledgeably addressing...

  • Clinical Care Specialist

    3 weeks ago

    Hoboken, New Jersey, United States HMH PHYSICIAN SERVICES, INC. Full time

    Job Summary: We are seeking a skilled Clinical Care Specialist to join our team at HMH Physician Services, Inc. As a Clinical Care Specialist, you will assist in providing clinical care to patients under the supervision of a professional nurse or licensed medical practitioner. You will also provide clerical office assistance and support the creation of a...

  • Product Fraud Specialist

    4 weeks ago

    Hoboken, New Jersey, United States NICE Full time

    Product Fraud SpecialistAt NICE, we're pushing the boundaries of what's possible. We're a team of innovators, game-changers, and risk-takers. We set high standards and strive to exceed them. If you're passionate about making a difference, we want to hear from you.As a Product Fraud Specialist, you'll lead strategic initiatives to prevent financial crime and...

  • Sales Associate

    4 weeks ago

    Hoboken, New Jersey, United States Lovesac Full time

    Job Title: Sales Associate - Total Comfort SpecialistWe are seeking a highly motivated and customer-focused Sales Associate to join our team at Lovesac. As a Total Comfort Specialist, you will be responsible for providing exceptional customer service, identifying customer needs, and delivering personalized solutions to meet their needs.Key...

  • User Experience Designer

    3 weeks ago

    Hoboken, New Jersey, United States Collabera Full time

    Job Title: User Experience DesignerJob Summary:Collabera is seeking a skilled User Experience Designer to join our cross-functional UX/UI team. As a User Experience Designer, you will work closely with designers, developers, and researchers to create holistic experience solutions for mobile and web applications.Responsibilities:• Work closely with product...

  • Night Auditor

    4 weeks ago

    Hoboken, New Jersey, United States Shaner Hotel Group Full time

    Job SummaryThe Night Auditor is a key member of our hotel team, responsible for ensuring the smooth operation of our front desk during the audit shift. This role requires strong communication and guest service skills, as well as the ability to balance revenue and expense transactions.Key ResponsibilitiesAttend to the needs of guests, providing exceptional...

  • Insurance Support Specialist

    3 weeks ago

    Hoboken, New Jersey, United States State Farm Insurance Full time

    State Farm Insurance is a renowned insurance provider with a long history of excellence. As an Insurance Support Specialist at State Farm Insurance, you'll be working in a dynamic environment where no two days are the same. **Job Overview:**As an Assistant at State Farm Insurance, you will play a pivotal role in delivering exceptional customer experiences by...

  • Senior Oracle EPBCS Specialist with Essbase Expertise

    3 weeks ago

    Hoboken, New Jersey, United States Futran Tech Solutions Pvt. Ltd. Full time

    Job Title: Senior Oracle EPBCS Specialist with Essbase ExpertiseJob Summary: We are seeking a highly skilled Senior Oracle EPBCS Specialist with expertise in Essbase to join our team at Futran Tech Solutions Pvt. Ltd. The ideal candidate will have a strong background in implementing Enterprise Planning and Budgeting Cloud Services (EPBCS/PBCS) or Hyperion...

  • Transportation Specialist

    4 weeks ago

    Hoboken, New Jersey, United States Stevens Institute of Technology Full time

    Job Title: Transportation SpecialistDepartment: Athletics and RecreationReports to: Senior Associate Director of AthleticsStevens Institute of Technology is seeking a qualified candidate for a part-time Transportation Specialist position. The successful candidate will be responsible for transporting student-athletes, coaches, and staff to and from campus to...

  • Cloud Infrastructure Specialist

    4 weeks ago

    Hoboken, New Jersey, United States BCforward Full time

    Job Title: Cloud Infrastructure SpecialistBCforward is seeking a highly motivated Cloud Infrastructure Specialist to join our team. As a Cloud Infrastructure Specialist, you will be responsible for designing, implementing, and managing cloud-based infrastructure solutions for our clients. Key Responsibilities:Design and implement cloud-based infrastructure...

  • Medical Records Processing Specialist Onsite

    3 weeks ago

    Hoboken, New Jersey, United States HealthMark Group Full time

    Job Title: Onsite Medical Records Processing SpecialistCompany Overview:HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. Our company leverages technology to reimagine administrative processes, transforming them into seamless digital solutions.Job Description:We are seeking a bright and motivated...

  • Customer Success Manager

    1 month ago

    Hoboken, New Jersey, United States NICE Systems, Inc. Full time

    About the RoleThe Customer Success Manager is a key member of our cloud customer success team, responsible for ensuring high customer satisfaction and driving product adoption. This role is critical in preserving customer reoccurring revenue and creating loyal promoters who drive additional business.Key ResponsibilitiesManage customer relationships...

  • IT Communications Specialist

    3 weeks ago

    Hoboken, New Jersey, United States Insight Global Full time

    Job Title: IT Communications SpecialistAbout the Role:We are seeking a highly skilled IT Communications Specialist to join our team at Insight Global. As a key member of our IT organization, you will be responsible for creating and implementing effective communication strategies to engage our internal and external stakeholders.Key Responsibilities:- Develop...

  • Customer Service Representative

    3 weeks ago

    Hoboken, New Jersey, United States Marshalls Full time

    Key Responsibilities:As a Sales Associate at Marshalls, you will be responsible for providing exceptional customer service and supporting a positive store culture. Your key responsibilities will include:• Role modeling established customer experience practices with internal and external customers• Supporting and embodying a positive store culture through...

  • Business Development Specialist

    4 weeks ago

    Hoboken, New Jersey, United States Expo Marketing Inc Full time

    Job OverviewExpo Marketing Inc is a dynamic and rapidly growing Sale & Marketing company committed to innovation and excellence. As a leader in our field, we take pride in our dedication to delivering high-quality products/services that meet and exceed our clients' expectations.We are seeking a talented and motivated individual to join our team as a Business...