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Client Engagement Specialist

2 months ago

New York, New York, United States Studs Full time

Client Engagement Specialist - Part-Time

at Studs

Studs is a forward-thinking retail and online brand that has transformed the ear piercing journey. Our mission is to inspire bold self-expression and foster an inclusive community through safe and healthy ear piercings, alongside a carefully curated selection of earrings.

As a Client Engagement Specialist, you will play a pivotal role in providing outstanding customer support. Your goal will be to turn every interaction into a positive experience, enhancing brand loyalty and affection.

This position is primarily remote, with occasional in-person responsibilities.

In this role, you will serve as the voice of the brand, acting as both an ambassador and a problem-solver. You will ensure a seamless experience for customers and relay valuable insights back to the team to inform product development, marketing strategies, and operational improvements.

The Client Engagement team collaborates across various departments, including retail, product, merchandising, and digital, to deliver the best possible customer experience. The ideal candidate will possess exceptional communication and organizational skills, along with a passion for creating memorable customer interactions. This is an entry-level position reporting directly to the Senior Manager of Client Engagement.

In accordance with current health guidelines, candidates must be fully vaccinated prior to their start date or provide documentation for a reasonable accommodation.

Compensation: $24/hr, hours/week

Key Responsibilities:

Customer Support

  • Provide exceptional service by assisting customers with inquiries and issues via email, text, and chat.
  • Meet all service level agreements and achieve top-tier Net Promoter Score (NPS) and Customer Satisfaction (CSAT) ratings.
  • Collaborate on projects aimed at enhancing the customer experience.
  • Act as a liaison between customers and various teams, including retail, digital, and fulfillment.

Service Recovery

  • Support our studios by directly communicating with customers and executing service recovery when necessary.
  • Utilize appropriate escalation channels to resolve customer issues promptly.
  • Address negative feedback from customers, including online reviews.

Product/System Knowledge

  • Acquire knowledge of all internal systems, including Zendesk, Acuity, Klaviyo, Shopify, and Loop.
  • Use internal systems to troubleshoot customer issues and identify bugs or glitches affecting the customer experience.

Reporting

  • Provide daily and weekly reports on customer insights and metrics.
  • Work with Senior Managers to identify trends and opportunities for improving customer experience.
  • Complete ad-hoc reporting and data analysis tasks.

Requirements:

  • 1-3+ years of experience in hospitality or customer service within a consumer-focused startup.
  • Strong analytical and data-driven mindset.
  • Creative problem-solving skills.
  • Excellent verbal and written communication abilities.
  • Familiarity with Google Suite or Microsoft Office Suite.
  • Genuine passion for customer service with a friendly and outgoing demeanor.
  • Availability for weekend and evening shifts.
  • Hybrid work model (primarily remote).
  • Experience with Shopify and Zendesk (or similar platforms) is advantageous.

Personal Characteristics:

  • Entrepreneurial spirit: humble, self-motivated, and comfortable with uncertainty, eager to learn.
  • Strong work ethic and professionalism: committed to excellence and respectful of others.
  • Team player: dedicated to contributing to the success of the team.
  • Empathetic: understanding towards customers and team members.
  • High-energy and enthusiasm: excited to create inspiring experiences for customers and the team.

Hourly: Benefits & Perks

  • Competitive salary and paid time off, including quarterly wellness days.
  • Exclusive employee discounts on piercings and jewelry.
  • Quarterly learning and development opportunities to promote internal mobility and an inclusive culture.

Studs, Inc. is an equal opportunity employer and considers all applicants for employment without regard to any protected characteristic. We comply with applicable laws prohibiting discrimination in employment in every jurisdiction in which we operate.

Studs Inc. is committed to following public health guidelines regarding vaccination mandates, social distancing, and sanitation practices in response to COVID-19. Prospective employees are expected to comply with all such requirements if hired.