Customer Experience Lead - Adina Reyter : Job Details

The Adina Reyter brand was founded on the idea that happiness is a choice we make every day. Beautifully designed Fine Jewelry, at a transparent price point, is something to be happy about.

The Customer Experience Lead at Adina Reyter is a creative problem solver dedicated to crafting incredible experiences for our customers and delivering exceptional customer service that enhances the overall shopping experience and drives e-commerce sales. This role requires a passion for fashion and styling, excellent communication skills, and a positive attitude. You will be instrumental in developing new systems to enhance customer interactions while serving as a key link between customers and the operations team, ensuring satisfaction at every touchpoint.

Core Responsibilities:

Customer Experience:

• Deliver outstanding customer service while consistently representing the brand's voice across all communication channels, including email, live chat, phone, social media, and text messaging.
• Respond promptly and efficiently to customer inquiries and order-related communications, ensuring that every interaction creates a positive and memorable experience.
• Develop response templates that reflect company best practices and maintain our brand voice.
• Build and nurture strong relationships with clients by understanding their preferences, needs, and purchase history, using this insight to provide tailored recommendations and enhance their shopping experience.
• Drive sales by proactively promoting virtual styling appointments during interactions, following up with potential clients, closing sales post-appointment, and ensuring customer satisfaction after purchases.
• Contribute innovative ideas to develop unique, immersive, and engaging customer experiences.
• Engage with our VIP customers through personalized outreach.
• Prepare for and assist with events such as trunk shows and pop-ups, handling customer service, sales, setup, and breakdown..

Cross-Functional Collaboration:

• Act as a liaison between the customer support team and operations and production to facilitate communication and resolve any issues.
• Provide backup for operational tasks as needed, such as during peak periods or when team members are out of the office.

Office Operations:

• Handle key holding responsibilities.
• Assist the President with personal tasks, including facilitating friends and family purchases.
• Maintain office organization and efficiency.

Qualifications:

• Excellent communication and problem solving skills
• Outgoing, positive attitude with a passion for fashion and styling.
• Team player with a collaborative spirit.
• Experience with Gorgias or other customer service platforms is a plus but not required.
• Familiarity with Shopify is also a plus but not required.
• Position is on-site in Sherman Oaks, CA.

Please submit resumes and cover letters for consideration to [email protected].