Customer Experience Associate Jobs

PURPOSE: To provide expert advice and give the highest level of customized and personal service possible to HATCH, Motherhood and A Pea In The Pod online shoppers and build customer loyalty by providing product knowledge, quality service and timely problem resolution.

MANAGER: Senior Customer Experience Manager

RESPONSIBILITIES:

• Manage and answer emails & phone calls in Gorgias by resolving 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.
• Be an expert on the HATCH Collective brands and on all HATCH, Motherhood & A Pea In The Pod products.
• Liaison between 3PL and customers to assist in expediting orders, changing shipping addresses after an order is placed, processing return requests and providing accurate and timely information to customers in regards to their orders.
• Partner with our store team to resolve issues and complete transactions in a timely manner.
• Attract potential customers by answering product and service questions, suggesting information about other products and services.
• Complete relevant projects as assigned.
• Generate thoughtful & strategic insights regarding customer needs to different teams within the company.
• Track all communications with 3PL and review billing associated with these communications.
• Assist the accounting team with handling any chargebacks to our account.

REQUIREMENTS:

• Familiarity with Gorgias, NetSuite, and/ WMS, preferred.
• College degree.
• Track record of over achieving customer expectations.
• Excellent written communication skills.
• Experience in a customer-facing role.
• Impeccable customer service skills: identify customers’ needs and tailor solutions accordingly.
• Solution based thinker with the ability to resolve complex problems.
• Strong phone contact handling skills and active listening.
• Excellent professional and organizational skills.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.