Customer Experience Associate, CX2

Title: Customer Experience Associate, CX2

Reports to: Customer Experience Manager

Location: Remote/Hybrid, El Segundo CA

WHO WE ARE

Wolf & Shepherd is designed to equip professionals to win in all aspects of their lives through comfortable fashionable footwear. The concept came from the problem professionals face, going to and from work in athletic shoes just to avoid the common discomfort found in a quality dress shoe. As a fast-growing lifestyle brand, we are on a mission to debunk the myth that classically styled shoes can’t have modern technology comforts.

WHAT WE NEED

We are looking for a Customer Experience Associate, CX2 to assist in the all-important responsibilities of caring for our customers’ needs, managing partners, building customer loyalty, and representing the brand. This role will be responsible for providing exceptional customer service while maximizing revenue within our sales environment.

JOB TYPE This is a full-time, nonexempt position.

TASKS & RESPONSIBILITIES

Your responsibilities are inclusive of the following but are not limited to:

Expertly address questions via phone, email and chat providing answers that are quick and easy to understand
Assist Management in policy updates for the department based on current business needs
Support the Customer Experience Associates during the department manager’s absence
Support management in process execution to monitor orders, inventory, return and exchanges
Support department in addressing functionality issues and implementing process improvements
Engage with customers by email, phone, and chat to answer product questions, resolve ordering issues, or to provide sizing guidance.
Adopt the Wolf & Shepherd’s voice and tone to convey our brand and personality, and ensure a pleasant customer experience.
Collaborate with the Team to streamline our customer service processes and policies to ensure continuous improvement.
Communicate customer feedback and insights to Management, to better understand trends and customer preferences.

SKILLS & EXPERIENCE

Must be highly organized with strong attention to detail.
Strong verbal and written communication skills.
Ability to maintain a friendly and professional demeanor in a fast paced environment.
Must be knowledgeable and adhere to rules and regulations, while maintaining a kind and accommodating attitude.

REQUIREMENTS & QUALIFICATIONS

Minimum of 3 years of direct customer experience work.
Strong knowledge of Excel, Shopify, Zendesk and Shiphero.
Strong interpersonal and communications skills, and independent work ethic.
Excellent time management skills and organizational abilities.
A positive, outgoing, high energy and entrepreneurial personality.

PERKS & BENEFITS

We are committed to offering our employees a challenging and rewarding work environment, opportunities for growth and development, benefits, and a competitive compensation package.