Customer Support Specialist, CX2
2 weeks ago
Position: Customer Support Specialist, CX2
Reports to: Customer Experience Manager
Location: Remote/Hybrid
ABOUT US
At Wolf & Shepherd, we strive to empower professionals by providing them with stylish and comfortable footwear. Our brand was born from the need to solve the discomfort that often accompanies traditional dress shoes, especially for those who commute. As a rapidly expanding lifestyle brand, we are dedicated to changing the perception that classic shoes cannot incorporate modern comfort technologies.
OUR REQUIREMENTS
We are in search of a Customer Support Specialist, CX2 who will play a crucial role in addressing our customers' needs, managing partnerships, fostering customer loyalty, and representing our brand effectively. This position is essential for delivering outstanding customer service while optimizing revenue in our sales environment.
EMPLOYMENT TYPE This is a full-time, nonexempt role.
KEY RESPONSIBILITIES
Your duties will include, but are not limited to:
- Efficiently respond to inquiries via phone, email, and chat, providing clear and concise answers.
- Assist management in updating departmental policies based on current business requirements.
- Support Customer Experience Associates during the absence of the department manager.
- Help management in executing processes to oversee orders, inventory, returns, and exchanges.
- Address functionality issues and contribute to process enhancements within the department.
- Engage with customers through various channels to resolve product inquiries, ordering issues, or provide sizing assistance.
- Embody the Wolf & Shepherd voice and tone to communicate our brand identity and ensure a positive customer experience.
- Collaborate with the team to refine customer service processes and policies for continuous improvement.
- Relay customer feedback and insights to management to better understand trends and preferences.
SKILLS & QUALIFICATIONS
- Exceptional organizational skills with a keen attention to detail.
- Strong verbal and written communication abilities.
- Capability to maintain a friendly and professional demeanor in a dynamic environment.
- Knowledgeable about relevant rules and regulations while exhibiting a kind and accommodating attitude.
EXPERIENCE & REQUIREMENTS
- A minimum of 3 years of direct experience in customer service.
- Proficient in Excel, Shopify, and Zendesk.
- Strong interpersonal and communication skills, coupled with a self-motivated work ethic.
- Excellent time management and organizational skills.
- A positive, energetic, and entrepreneurial spirit.
BENEFITS & PERKS
We are dedicated to providing our employees with a rewarding and challenging work environment, opportunities for professional growth, comprehensive benefits, and a competitive compensation package.
- Health, vision, and dental insurance programs.
- 401(k) retirement plan.
- Paid time off.
- Sick leave.
- Regular complimentary meals and snacks, along with company-sponsored events.
- Wolf & Shepherd footwear and additional perks.
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