Job Brief:
We are seeking a Customer Experience Associate to manage daily customer inquiries, organize daily logistics surrounding shipping and connect with our teams to effectively execute timely shipping needs.
We’ve built a highly-engaged brand community, and acquired lots of early customers, on the back of co-founder Gary Vaynerchuk’s passionate fanbase. As someone who quite literally wrote the book on the importance of modern-day customer service, and putting the consumer at the core of every single business function, having a best-in-class customer service team focused on genuine caring and hospitality is essential.
The ideal candidate is excited to be an advocate for our customers, provide genuine, caring, Empathetic customer service, and find ways to go above and beyond for our community (sometimes a handwritten ‘thank you’ note will go a long way!). You’re a problem solver, organized, interested in building procedures & best practices, and excited to join a fast growing, early stage consumer brand.
Responsibilities:
Serve on the front lines for all customers via live webchat, email, and phone, using a tone and voice that embodies the Empathy Wines brand
Quickly and thoroughly solve problems for customers, with particular care when transactions and experiences don't go 100% as planned
Organize & log all communications from our shipping center to catalog any errors, shipping issues and damage.
Communicating with the Customer Experience Manager & Community Manager collaboratively to ensure that all questions are accurately answered and responded to across social media channels.
Share strategic ideas regarding customer needs with our marketing and technology teams, based on trends & insights from customers
Come with a fine tooth comb and ultra-high attention to detail, ensuring daily customer orders are prepared to ship with accuracy and timeliness
Requirements:
1-3 years of professional experience working in a customer-facing and service-oriented role
Familiarity with customer service platforms such as Zendesk, Kustomer, or Gorgias are major bonuses
You don’t have to be studying to become a Master Sommelier - but a deep interest and working knowledge of wine is a big plus
You're available to work from our NYC offices Monday through Friday
Your close friends would say you embody these things...
Kind, thoughtful, compassionate, and empathetic (important for both our audience, and our company culture).
Collaborative & proactive with ideas.
Comfortable amid change in a fast-paced environment
Eager, open, and comfortable taking on varied responsibilities, that might fall outside the above job description (we’re in “start-up mode”)
The role will report to the Customer Experience Manager, with additional direction & support coming from the Community Manager.
