Job Description

Our growing brands, Onyx + Rose and FIT by Katy, are looking for someone who can delight our potential and current customers through expedient and thorough customer communications. This enthusiastic individual will listen to customers whether they have product questions or order concerns and offer positive and specific solutions to each person. The successful candidate for this role will have a strong command of the company’s customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Responsibilities 

• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every communication
• Update customer information in the customer service database during and after each communication
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
• Recommend potential products, services or solutions to management by collecting customer information and analyzing customer needs
• Provide accurate, valid and complete information by using the right methods/tools
• Impact the company’s bottom line by problem-solving and turning a customer’s frustration into a positive experience

Qualifications and Skills

• Must be 18 years of age or older
• High school diploma/GED required (Associate degree in a business-related field preferred)
• Ability to remain professional and courteous with customers at all times
• Must be available to work occasional nights, holidays, and weekends
• Excellent verbal and written communication skills

Experience with any of these softwares is a plus

• Hubspot 
• Woocommerce
• Square 
• Jira 
• Smile.io
• Yotpo
• Zendesk

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