Guest Experience Coordinator Job at Stoney Clover Lane
Responsibilities:
- Work out of our Brooklyn Fulfillment Center to ensure customer service inquiries are met and executed error-free.
- Communicate courteously with customers by email, telephone and chat (as needed), and oversee the progress of inquiries to ensure they are resolved effectively within 1 business day.
- Log/update all customer tickets within our Guest Experience platform, keeping record of all customer interactions.
- Collaborate with Operations team and larger Digital team to anticipate and resolve any order fulfillment issues.
- Help maintain weekly reports, which include most commonly asked questions, product returns, damages, exchanges, customer reviews, etc.
- Escalate larger trends and issues to Guest Experience Manager and Senior Digital Director.
- Provide strategic recommendations to improve the overall customer experience.
- Help manage employee discount program.
- Execute ad-hoc assigned projects.
Qualities:
- Great communication abilities, including written and verbal communication
- Patience, empathy, de-escalation and professionalism
- Good problem-solving and decision-making capabilities
- Basic computer skills, including data entry, website navigation and other software
- Ability to work in a team setting
- In-depth understanding of the company’s products or services
- Familiar with Shopify
- Familiar with customer care platforms (Zendesk, Gorgias)
- Willingness to work hands-on and be in Brooklyn 4 days per week
- Ability to multitask, prioritize and manage time effectively
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