Customer Experience Representative (Ecommerce)

Position Title: Customer Advocate

Reporting To: Customer Experience Supervisor

Role Location: Remote

Who We Are:

At Three Bird Nest, we are looking for people with a strong work ethic who are motivated to be part of a hardworking and dedicated team. Three Bird Nest's mission is "To inspire you to discover and express your authentic self through style." We look to our team to help us drive our mission and bring our customers a brand they can resonate with, from the Boho styles we select, the way we package and ship out our product, and the customer experience we provide. Each department has a hand in who we are as a company. We strive to have a workplace that lives our company's core values of being authentic, providing our customers with a boutique experience, creating a sense of community, and encouraging creativity. If you are looking for a company focused on building an engaging and team-oriented culture, Three Bird Nest might be the place for you.

Three Bird Nest's Customer Experience Mission is to authentically support our customers in the curating of their outfits, using our product knowledge to build relationships by ensuring they have a seamless customer journey. We give them a personalized experience while offering multiple solutions to their every need. We want to show our customers that we are a safe place to ask questions and get advice to look their best.

Position Summary:

We look to our customer advocates to build excellent customer relationships and convey a positive brand image. This role is key in helping us deliver on our mission to inspire our customers to discover and express their authentic selves through style. Our customer experience team works to help us create a boutique experience that delivers trust, personal attention, and delight to our customers. To ensure success in this role, you should be comfortable engaging with our customers through all lines of support, as well as through our social media platforms.

Roles & Responsibilities:

• Adopt and deliver the Three Bird Nest mission and values through your customer interactions.
• Build sustainable relationships through open and interactive communications.
• Respond to and resolve customer tickets related to product questions, complaints, and order status within our CRM: through email, live chat, text, phone, and product reviews.
• Monitor and respond to social media posts and online reviews.
• Adhere to communication procedures, guidelines, and policies.
• Recommend products/like products to customers as it is related or if a particular product is not available.
• Meet SLA targets.
• Assist customers with order and tracking issues.
• Be a product expert to assist customers in curating outfits and encouraging upselling.
• Assist our Wholesale customers through Faire.
• Other tasks as needed, to assist in growing our customer’s relationship with our growing brand.

Desired Qualifications:

• 2+ years of proven customer support experience
• Sales experience a plus
• Strong interpersonal skills
• Strong written communication
• Ability to creatively solve problems
• Familiar with ticketing systems; ZenDesk preferred
• Ability to work well as a team and independently

Must be available for the following shift:

• Wednesday-Sunday: 9am-5:30pm PT (Monday/Tuesday off, option for a 30-minute or 1-hour lunch, 6pm end time with a 1 hour lunch)

Please note that no other schedule sets are available at this time.

This remote role is limited to candidates who reside in states where we are currently registered to employ team members. Applicants must reside in an approved state at the time of hire.

Application Instructions: We’re excited to review your application! Please apply directly through our Careers Page or Indeed. For privacy and efficiency, we aren’t able to answer hiring questions or accept applications through live chat.

Job Type: Full-time

Pay: $17.25 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

People with a criminal record are encouraged to apply

Application Question(s):

• Our budget for this role is $17.25–$18/hour. Does this range align with your compensation expectations?
• Are you legally authorized to work in the United States on a permanent basis without employer sponsorship now or in the future? Please answer “Yes” or “No.”
• Are you available to work the following shift (Please note that no other schedule sets are available at this time)? Wednesday-Sunday: 9am-5:30pm PT (Monday/Tuesday off, option for a 30-minute or 1-hour lunch, 6pm end time with a 1 hour lunch)

Work Location: Remote