Sixpenny Home is looking for a dynamic Customer Experience Agent to assist in the day-to-day responsibilities that go into ensuring customer happiness and CX operational efficiency.
The position requires someone who is a proactive communicator, a detail-oriented multitasker and an effective problem-solver comfortable working in a fast-paced environment. This person will be responsible for acting as an integral support to our current CE team.
Experience in the home furnishing industry and/or design is a plus.
The position is remote but must be based in Los Angeles, CA.
Reports to CE Manager. Collaborates with Buying & Planning, Operations & Logistics, Marketing, Brand & Web and Delivery Success.
Position Overview:
- Maintain a mindset of continuous improvement.
- Answer customer emails and chats regarding product, policy, order status, shipping + delivery and anything in between. Schedule calls as needed.
- Maintain brand tone in all customer communications.
- Drive customer satisfaction and engagement by exemplifying in-depth product knowledge with a solution-oriented curiosity.
- Process inbound customer inquiries that pertain to order management, such as order status update, order modifications, cancelations, replacements, etc.
- Assist in managing post purchase communication to all customers via Klayvio.
- Communicate cross-departmentally with accurate, up-to-date information.
- Work closely with warehouse team via multiple communication mediums to ensure customer orders are processed timely and accurately.
- Work with buying and planning team on finding fulfillment solutions for delayed orders.
- Assist in tracking quality related replacements and returns with timely documentation.
- Assist in compiling CX operations related reporting.
- Perform other duties as required
Experience:
- ZenDesk and Shopify experience required. NetSuite, LiveChat and Asana experience preferred.
- Availability to work on the weekend.
- 3+ years of online operations / customer experience in a fast-growth environment.