Customer Care Specialist

SEASONAL CUSTOMER CARE SPECIALIST

We are seeking a highly motivated, dynamic, and customer-oriented individual to join our team as a Seasonal Customer Care Specialist. Candidates for this role must be able to provide a five-star, luxury experience to all Serena & Lily customers. The primary goal will be to ensure customer satisfaction by addressing inquiries, resolving issues, and providing accurate information about our products or services. We are looking for full-time associates available to work one of the following shifts with flexibility to work on holidays.

• Monday-Friday: 5:30am-2:30pm PST
• Monday-Friday: 7am-4pm PST
• Monday-Friday 7:30am-4:30pm PST

This is a seasonal position that starts in August/September 2024 and will go through January 2025.

RESPONSIBILITIES:

• Customer Support: Act as the face of the Serena & Lily brand, providing a first-rate customer experience via various channels (phone, email, and live chat) to provide prompt and professional assistance. Respond to inquiries, resolve complaints, provide design consultation, and troubleshoot technical issues effectively. Develop rapport with customers, empathizing with their situations to build brand loyalty.
• Product Knowledge: Become a Serena & Lily brand advocate by developing a deep understanding of our products and services in order to provide accurate and up-to-date information and design advice to our customers. Stay updated on product features, pricing, promotions, and any relevant changes or updates.
• Problem Resolution: Investigate and resolve customer issues or complaints in a timely manner. Act as a liaison between the customer and internal departments, ensuring effective communication and a satisfactory resolution for the customer.
• Order Processing: Process customer orders, returns, replacements, or other post-sale transactions accurately and efficiently. Verify and update customer information, payment details, and shipping addresses as required.
• Documentation: Maintain accurate records of customer interactions, inquiries, complaints, and actions taken. Utilize customer relationship management (CRM) software or other systems to track and manage customer interactions and follow-up tasks.
• Customer Feedback: Actively listen to customer feedback, suggestions, or concerns. Identify trends or recurring issues and provide valuable insights to improve products, services, or processes.
• Quality Assurance: Adhere to established customer service standards and guidelines. Maintain a high level of professionalism, accuracy, and efficiency in all customer interactions. Continuously seek feedback to improve performance and meet or exceed service targets.

THE IDEAL CANDIDATE WILL HAVE:

• Proven experience in a customer service role or similar position.
• A passion for delivering exceptional service, demonstrating patience, warmth, empathy, and optimism when dealing with customer inquiries or complaints.
• Creative problem-solving and critical-thinking abilities.
• Strong ownership of customer issues and excellent organization and follow-up skills.
• Ability to multitask, prioritize, and manage time effectively.
• Comfortable with multitasking through multiple platforms.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Strong accountability and understanding of metrics based work expectations.
• Ability to work in a fast-paced, remote environment.
• Exceptional verbal and written communication skills.
• Strong command of the English language.

This position is 100% remote and we are hiring in the following states: Arizona, California, Connecticut, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, North Carolina, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Washington

SALARY: $18-22/hr

This is a temporary position that may have the opportunity to extend into a regular full time position after the holiday season.