Customer Service Representative at glassybaby

Redmond, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

22.0

Posted On

28 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Phone Etiquette, Email Communication, Voicemail Management, Ticket Management, Claims Management, Record Keeping, Verbal Communication, Written Communication, Proactive, Detail Oriented, Empathy, Rapport Building, Adaptability, Conflict Resolution, Organizational Skills

Industry

Retail Luxury Goods and Jewelry

Description

Description Be the ambassador of glassybaby to the customer by providing excellent customer service to customers who contact glassybaby via phone and/or email. Requirements Primary Duties: Answer glassybaby customer service phone lines in a timely and professional manner. Treat all customers equally and provide consistent, attentive service. Respond to voicemails left on the customer service line within 24 hours. Assist customers with questions, issues, and order support. Respond to customer service emails within 24 hours. Respond and manage tickets in HappyFox. Manage FedEx claims & replacements. Document common or recurring issues and communicate them to relevant stakeholders. Help facilitate mail exchanges in Redmond. Communicate with customer trends or escalations to the Customer Service Manager as needed. Act as an amiable, informed, and helpful representative of the glassybaby brand. Adjust duties and schedules as needed during the holiday season. Demonstrate clear verbal and written communication skills. Be a self-starter who is proactive and detail oriented. Provide kind, courteous, and empathetic customer service. Build rapport and meaningful connections with customers. Willingness to learn and adapt to new technology and platforms. Ability to navigate tense or high-pressure situations with professionalism and grace. Affinity for color and design to assist customers with product selection. Ability to assist the etching department with order facilitation as needed. Strong organizational skills and accurate record keeping. Retail sales experience required. Measurements of Performance (ongoing): Delivery of efficient, friendly, and responsive customer service. Effectively represents and promotes the glassybaby brand and customer experience. Demonstrates thorough knowledge of glassybaby’s mission, product creation process, and giving programs. Maintains high levels of customer satisfaction and positive customer feedback. Education/Experience/Certifications/Licenses: High school diploma or equivalent (GED) Knowledge, Skills, and Abilities: Clear verbal and written communication skills. Self-starter and proactive. Kind and courteous customer service skills. Ability to create rapport with customers. Retail sales experience preferred. Physical Demands: Ability to regularly lift-up to 35 pounds and rarely lift to 50 pounds. Frequent standing, walking and sitting. Must be able to work in conditions that are impacted by weather and climate. Must be able to speak, hear read and write well enough to conduct conversations. Vision abilities are critical and include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Must be able to work in an environment where noise level is usually moderate. Frequent use of hands to finger, handle, or feel; must be able to frequently reach with hands and arms; below, at and above the waistline Benefits Medical/Vision, Dental. STD and Paid Life Insurance with AD&D 401K with a Match HSA and FSA options Voluntary Supplemental Insurance and Life Insurance and AD&D Paid PTO, Floating Holiday and Holiday Access Perks

Responsibilities

The representative will serve as the brand ambassador by providing excellent customer service via phone and email, handling customer inquiries, order support, and managing tickets and claims. Duties also include documenting recurring issues, communicating trends to management, and assisting with order facilitation as needed.