Customer Experience Specialist

3 days 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


  • Hoboken, New Jersey, United States Silvana Paquet - State Farm Agent Full time

    Silvana Paquet - State Farm Agent seeks a highly skilled Customer Relations Representative to join their team. As a key member of the agency, you will play a vital role in building strong relationships with clients and driving business growth. Your excellent communication skills, attention to detail, and customer service expertise make you an ideal candidate...


  • Hoboken, New Jersey, United States Hope's Closet Thrift Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Associate. In this role, you will be responsible for providing exceptional service to our customers, driving sales growth, and maintaining a high level of store presentation.Key ResponsibilitiesCustomer Service: Provide outstanding...


  • Hoboken, New Jersey, United States Hope's Closet Thrift Full time

    Job SummaryHop into a dynamic role at Hope's Closet Thrift, where you'll play a vital part in delivering exceptional customer experiences that drive sales and foster meaningful relationships. As a Customer Experience Associate, you'll be the face of our brand, ensuring every guest feels welcome, valued, and inspired to deepen their connection with Jesus...


  • Hoboken, New Jersey, United States Target Full time

    Company Overview: Target is a retail leader that strives to provide exceptional customer experiences. As a Front of Store Attendant, you will be at the forefront of delivering on this mission.Job Description: This role involves accurately handling cash register operations, efficiently scanning and moving merchandise up to 40 pounds, and providing tailored...


  • Hoboken, New Jersey, United States Grayson HR Full time

    Job OverviewWe are looking for a highly motivated and organized Recruitment and Employee Experience Specialist to join our team at Grayson HR. As a Hybrid Sr. HR Generalist, you will play a key role in shaping the employee experience and ensuring that all HR programs and services meet compliance standards.Main Responsibilities:Develop and implement effective...


  • Hoboken, United States Moody's Full time

    Location(s): Waterfront Corporate Center Building II, 121 River Street, 12th Floor, Hoboken, New Jersey, 7030, US Line Of Business: RMS(RMS) Job Category: Students & Early Careers Experience Level: Early Career At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We strive to create an inclusive environment where...


  • Hoboken, New Jersey, United States LVMH Full time

    About the RequirementsTo be considered for this role, you must have prior equivalent work experience, preferably in retail. You should also have a passion for client service and beauty, as well as strong communication skills and the ability to multitask.In addition, you must be able to lift and carry up to 50 pounds, and have flexible availability to work...


  • Hoboken, United States Alts (fka Alteration Specialists) Full time

    alts | Alteration Specialists of New York is looking for a Front Desk Operations ProfessionalWe are looking for a dynamic professional Front Desk Operations team member, distinguished by their charisma, commitment, and professional integrity. This role will include responding to phone calls and emails, office management and administration, as well as...


  • Hoboken, United States Alts (fka Alteration Specialists) Full time

    alts | Alteration Specialists of New York is looking for a Front Desk Operations Professional We are looking for a dynamic professional Front Desk Operations team member, distinguished by their charisma, commitment, and professional integrity. This role will include responding to phone calls and emails, office management and administration, as well as...


  • Hoboken, United States Alts (fka Alteration Specialists) Full time

    alts | Alteration Specialists of New York is looking for a Front Desk Operations ProfessionalWe are looking for a dynamic professional Front Desk Operations team member, distinguished by their charisma, commitment, and professional integrity. This role will include responding to phone calls and emails, office management and administration, as well as...


  • Hoboken, United States Inspira Marketing Group Full time

    Company Description We are a team of compassionate, inspired individuals proud of our varied business, brand and marketing expertise. A team united in our continual search of enrichment, unwavering enthusiasm for our craft and dedication to sharing our knowledge. We value creativity and believe that it is key to our unique approach. We aspire to influence,...


  • Hoboken, United States Inspira Marketing Group Full time

    Company Description Enthuse is an education-led marketing agency. We're a passionate team of marketers, educators, and instructional designers all dedicated to a singular mission - we teach the world to love our client's brands. We're also one of the fastest growing WBENC-certified, 100% women-owned and led marketing agencies in the United States. So, join...


  • Hoboken, New Jersey, United States Rack Room Shoes Full time

    Rack Room Shoes OverviewWe are a leading family footwear retailer that offers a wide range of high-quality products, including national brands and exclusive private labels.Responsibilities:Process all sales and POS terminal transactions in accordance with policy and procedure.Check all shoes for mates and process sales accurately.Provide excellent customer...


  • Hoboken, United States Expo Marketing Inc Full time

    Job DescriptionJob DescriptionCompany Overview:Join our dynamic and innovative team! We are Expo Marketing Inc, a leading marketing company committed to delivering exceptional solutions to our clients. With a focus on excellence and a passion for client success, we are seeking a motivated and talented individual to join us as a Client Outreach...


  • Hoboken, New Jersey, United States NICE Full time

    Spearhead technological advancements at NICE as a Technical Solutions Specialist. This role involves collaborating with cross-functional teams to design and implement software solutions that meet customer needs.Your key responsibilities will include:Developing and configuring software features in accordance with design documents and enterprise...


  • Hoboken, New Jersey, United States LVMH Full time

    Job DescriptionAs a Beauty Advisor, you will help clients discover the power of beauty by creating personalized experiences for every client.You will be part of a team that values your unique skills and provides opportunities for growth and development.


  • Hoboken, New Jersey, United States Happy Box Full time

    Company OverviewHappy Box Store is an innovative e-commerce gift box company dedicated to making gift-giving a seamless and enjoyable experience for both givers and receivers. By partnering with female-owned businesses, we strive to create a positive impact through every transaction.">Our team thrives in a fast-paced environment, driven by a passion for...


  • Hoboken, New Jersey, United States Madewell Full time

    As a Retail Sales Specialist at Madewell, you'll drive sales by exceeding selling and service expectations. Estimated salary: $45,000 - $60,000 per year.About MadewellMadewell is a fashion brand that offers high-quality denim products and other fashion items. As a team member, you will be part of a dynamic and creative environment where you can express your...


  • Hoboken, New Jersey, United States Massage Envy Full time

    Join Our TeamWe're looking for a talented and compassionate Skincare Specialist to join our team at Massage Envy Hoboken. As a member of our team, you'll have the opportunity to work with a diverse range of clients, provide exceptional customer service, and contribute to a positive and supportive work environment.ResponsibilitiesPerform high-quality skincare...


  • Hoboken, New Jersey, United States CrossCountry Mortgage Full time

    Home Lender Job DescriptionWe are seeking a skilled mortgage finance specialist to join our team and assist borrowers in securing the ideal mortgage for their new home purchase. This role requires strong communication and analytical skills to counsel borrowers and ensure a smooth transaction process.Key Responsibilities:Determine the best loan product for...