Customer Experience Associate

Position Objective:

As the Customer Experience Associate, your primary responsibility will be to create a world class client experience. This role is mostly executional with a focus on proactively addressing client service issues while partnering with your Manager to ensure the CX process keeps the customer at the center while aligning with overall company goals. A consistent feedback loop between CX, Operations and Product teams is crucial for company success.

The Customer Experience team will grow as Social Studies grows. You will be the company’s first CX Associate, with room to grow with the team and company. Working for a small team like ours brings unique opportunities. Your team is open to new strategy, ideas, and growth tools, and wants you to have a big voice in the process!

This role demands exceptional people skills, passion for being challenged, and confidence wearing many hats. Working for a startup demands long hours, mission-driven passion, and stepping outside your comfort zone.

Responsibilities include (but are not limited to):

o Proactively reach out to customers in need of assistance with completing their order.

o Resolve customer queries in a professional manner.

o Ability to handle complaints and difficult situations in a patient, calm, and effective way.

o Capture knowledge to allow customers to serve themselves in the future.

o Identify and implement opportunities for operational process improvements.

o Support projects, operations, and integration initiatives related to the technology supporting our Client Relations Team.

o Identify and eliminate root cause barriers to accuracy, productivity, and quality with our CRM and other tools.

o Develop and maintain the Customer Experience training materials.

o Take on specific, deadline-oriented projects as needed and professionally interact with leaders and members of other departments.

o Work closely with other teams to support various partnerships, marketing initiatives, and logistics behind large orders

Qualifications:

o A BA/BS degree preferred.

o Minimum 1-2 years direct customer engagement experience, ideally within retail or a marketplace organization.

o Demonstrate exceptional organization and time management skills. Great at muti-tasking and prioritizing

o Experience integrating and working with digital CS tools

o Mastery of Zendesk a plus.

o Excellent verbal and written communication skills.

o Demonstrate mastery of conflict resolution.

o Must love to have fun and/or be an excellent host - we’re a party company!

o Strong communication (that is kind, calm, and patient) and a growth mindset

o Must be able to work in a fast-paced environment.

o Proficiency in Adobe Creative Suite; Microsoft Office Suite and Mac OS operating systems.

Benefits:

o Ground floor opportunity to significantly impact a startup company that is poised to revolutionize an industry

o Competitive salary

o Outstanding healthcare and dental benefits

o Paid holidays and a progressive vacation program

Job Type: Full-time