CUSTOMER CARE REPRESENTATIVE

Weekend Customer Care Representative

DÔEN is seeking a high-energy Customer Care Representative with an entrepreneurial spirit to join our team on a full-time basis at our Van Nuys, CA office.  We are looking for someone who loves creating exceptional experiences for our customers and understands both the importance of extraordinary customer service and its intrinsic value to a direct-to-consumer model. The ideal candidate will have prior experience in customer service, have a customer-comes-first attitude, and will be eager to find solutions to their inquiries. This candidate will report to our Customer Care Manager and is expected to work on special event days, such as sales and launches, when we experience particularly high traffic and a high volume of inquiries. The position will eventually be a mix of remote and in-office, and will be the primary point person for any customer inquiries and concerns received on social media channels. The position will also develop strong relationships with various other departments and liaise with the Director of Communications, Brand Director, and Director of E-Commerce regularly.

***Please note that the schedule is Tuesday-Friday 10:30am-7pm and Sundays 930a-6pm (Subject to change based on business needs) with some Holidays required.

  

Duties and Responsibilities

Provide highest level of customer care to loyal and growing customer base
Order allocation/batching
Provide shipping updates and troubleshoot shipping issues with courier and DC
Answering incoming customer calls, troubleshooting with customers until they are satisfied with the outcome of the call.
Answering incoming customer emails, troubleshooting with customers until they are satisfied with the outcome of the call.
Work with cross functional departments to understand product shipment cycle and advise customers on product availability
Assist customers with a variety of transactions through a seamless and friendly experience
Assist customers with fit and sizing advice
Answer Social Media direct message queries and comments
Navigate customers through websites, FAQs and policies
Offer solutions, address service errors and build customer confidence
Communicate errors detected; incorrect prices, sku misreads or others
Collect/relay customer feedback for continuous improvement initiatives
Defuse customer situations and provide resolution in a timely and effective manner
Effectively utilize resources to resolve issues independently and escalate when appropriate
Responsible for fit comments to be relayed to product teams
Provide styling advice to customers when requested
Responsible for customer correspondence via social media and chat
Other tasks are assigned as needed to support business needs
 
Skills

Background working within ERP and ECommerce platforms
Knowledge of Zendesk and Netsuite preferred
Knowledge of Customer Care Software, Chat Programs and Instagram a plus
Strong verbal skills, written and spoken
Strong problem-solving skills
Clear and effective communication
The ability to prioritize multiple tasks in a fast-paced environment
The ability to work a flexible schedule: the hours and schedule for this position will vary by week depending on business needs and especially during high traffic events: Sales and Launches

Qualifications

Minimum 2 years’ relevant experience
Energetic, confident and adaptable personality
Excellent communication and problem-solving skills
Open availability, flexible schedule including early mornings, evenings, weekends and some holidays
Degree preferred but not mandatory
 

Weekly schedule will be split between the Van Nuys, CA office and telecommuting

 Strict Covid-19 Safety Protocols are in place, and all team members must follow the policy guidelines 

Company Laptop is provided

We are an at will, equal opportunity employer.

 Pre-employment background check required.

 Please send resume to careers@shopdoen.com with the subject line “Customer Care Representative” 

 

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