Ecommerce Customer Care Representative

"Do what you love, love what you do". Maybe you've heard that if you love what you do, it doesn't feel like work. We're wondering if you've had the chance to live that dream. We do. If you decide to apply, you may be the person who gets to deliver exceptional experience and positively impact the lives of our customers. You'll have Superpowers. You can even wear a cape at work because we value self-expression. Sound good to you? Read on...

At Life is Good, we believe in the power of optimism, and we're looking for someone who shares that belief. We believe that to do good, we need to do well. In the spirit of giving back, Life is Good donates 10 percent of our annual net profits to The Life is Good Playmaker Project. Through this work, we help millions of kids heal from childhood trauma. This mission fuels us and we'd like you to be part of it.

IMPORTANT DETAILS:

• Our compensation strategy combines robust market data for companies our size and an innovative bonus program
• We chose the questions on this application with great care. If you don't answer them, we’ll assume you're not serious about joining the team
• Your schedule will be Tuesday through Friday 9:30 am to 6 pm EST, and Saturday 9 am to 5 pm EST. Holiday hours begin mid-November until early January. Your schedule will adjust Tuesday through Friday 11:30 am to 8 pm, and 9 am to 6 pm on Saturday
• This role is fully remote and within commuting distance of our Hudson, New Hampshire workplace where we will meet occasionally throughout the year for company meetings and events

YOUR OBJECTIVE

You help customers to have the best possible experience with Life is Good by expediting their orders, answering their questions, and resolving their issues. Your quick thinking, outstanding communication, and operational knowledge makes a measurable difference in the customer experience. You embrace the Life is Good Superpowers in every interaction.

Essential Duties And Responsibilities

• Support our Business Process Outsourcing colleagues to research orders and answer questions on systems and processes
• Effectively prioritize daily phone, email, and eCommerce orders
• Demonstrate product knowledge and stay up to date on current promotions and emails/SMS text content to our customers
• Increase order values through effective order-taking and sharing excitement about products with customers
• Capture and share customer feedback through established processes and designated tools
• Build high-quality, lasting relationships with Life is Good customers
• Effectively manage a high volume of calls and emails
• Provide backup on administrative tasks as needed
• Participate in various department activities and initiatives to improve customer experience
• Provide exceptional service to every customer
• Improve customer conversation rates by sharing accurate information with customers
• Meet changing customer needs by editing existing sales orders, modifying ship dates, shipping methods, and address changes

Requirements

Your Experience and Qualifications

• You have created a positive customer experience by resolving customer issues/concerns
• Results from customer surveys show you meet or exceed targets for customer satisfaction
• You have exceeded team and individual goals and metrics that matter to customers
• You have increased productivity through expertise in systems and processes
• You have efficiently answered customer requests and resolved order errors using effective problem-solving skills
• You have efficiently and effectively handled a high volume of calls and emails

Your Personal Attributes

• You write, speak and communicate with our brand voice and great skill
• You are known for having a positive impact on those around you
• You give and receive feedback thoughtfully and constructively
• You genuinely enjoy people and have an unwavering commitment to making lives better through your interactions
• You are skilled and comfortable working independently and as part of a team of dynamic creative professionals

YOU'LL KNOW YOU'RE SUCCESSFUL WHEN

• Customer surveys meet or exceed targets for customer satisfaction
• You meet your annual goals and help others meet their goals
• You are a cultural leader

Benefits

We’re located in beautiful, scenic Hudson, New Hampshire, and will soon be moving to a brand new facility surrounded by green space. We offer an on-site gym with showers, top quality Medical, Dental, Vision, Flexible Spending Accounts, Life, AD&D, Short and Long-Term Disability, 401(k) plan with a match, Paid Time Off (PTO), 10 paid holidays, Good Vibes Time (we pay you to volunteer for the non-profit cause of your choice) and Family Time. And we have dogs. Through your work, you'll contribute to growing our social mission: The Playmaker Project.

Life is Good is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, religion, national origin, ancestry, sex, age, mental or physical disability, pregnancy, sexual orientation, gender orientation, or expression, marital status or veteran status, or any other legally protected characteristic under applicable federal or state law.