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Customer Experience Agent

ANINE BING Los Angeles, CA
  • Posted: over a month ago
  • Full-Time
Who we are:
ANINE BING Corporation is a fast-growing fashion & commerce startup revolutionizing the way products are developed, produced, marketed, sold, and delivered to customers. The brand reaches customers across social platforms, eCommerce, branded brick-and-mortar stores, and major department stores. ANINE BING has a global presence, with 14 stores in 6 countries, and e-commerce customers across 92+ countries.

Team and Office:
ANINE BING has 50+ employees in Marketing, Sales, Production, Design, Graphics, and Customer Service located in Downtown Los Angeles. Key investors include Index Ventures founder Danny Rimer (Facebook, Dropbox, Net-A-Porter, Nasty Gal), Greycroft Partners founder Dana Settle (Maker Studios, Thrive Market, AwesomenessTV), and Felix Capital founder Frederic Court (Goop, Farfetch, Vitrue, Dailymotion).

What we are looking for:
We are looking for a passionate, detail-oriented, sales-minded Customer Experience Agent with e-commerce, D2C or retail brand experience to join our growing Customer Experience team. We are looking for an applicant who loves interacting and speaking with customers, has an eye for fashion and is passionate about helping women find the perfect wardrobe to make them feel empowered and more confident than ever before.

Your daily e-commerce responsibilities will include speaking directly with customers, assisting with sales and personal styling, troubleshooting, order processing, assisting with VIP and digital clienteling efforts, going above and beyond for ANINE BING customers, and more. You will be an integral part of carrying out the ANINE BING mission of creating a luxury online shopping experience for all customers. We strive to deliver white-glove service to every customer through our products, website, retail stores, packaging, and post-purchase process.

  • Carry out the ANINE BING mission of delivering a white-glove customer experience through all customer interactions across online and in-person interactions.
  • Assist with sales and personal styling initiatives to help customers find their perfect ANINE BING wardrobe.
  • Monitor and respond to inquiries/requests across software tools including email, web chat, and other customer-facing touchpoints within provided guidelines, ensuring that Key Performance Indicators (KPI’s) are met.
  • Build relationships and solve everyday problems including exchanges, returns, refunds, order adjustments and more to create positive experiences pre- and post-purchase.
  • Work closely with Customer Experience Manager and team to maintain consistency amongst customer communications and protocols.
  • Proactively resolve customer issues with a solutions-oriented approach.
  • Handle sensitive or escalated issues professionally and swiftly to retain customers.
  • Keep detailed records of customer interactions and transactions, recording inquiries and customer feedback, as well as actions taken.
  • Become an ANINE BING expert with deep knowledge about the brand, product, upcoming releases, post-purchase processes, and more.
  • Stay informed of all product, systems, e-Commerce site and policy changes as they occur.
  • Provide support with any other tasks and projects as needed to improve the customer experience.

  • BA Degree
  • 2-3 years of e-Commerce customer service, retail sales, and/or other customer support required.
  • Experience working with online customer service ticketing systems like Zendesk, Salesforce, Gorgias, etc.
  • Outstanding written and verbal communication skills required. (Note: Grammar and punctuation will be assessed prior to any job offer via a written test.)
  • Strong attention to detail.
  • Excellent organizational, time management and follow-up skills.
  • Exceptional problem-solving abilities and a figure-it-out mentality.
  • Ability to juggle multiple tasks and systems.
  • Team-player.
  • Intermediate knowledge and ability with Excel.
  • Willingness to work a variety of hours, holidays and shifts. (Note: Weekend hours may occasionally be needed. Not often, but during sale times we are an “all hands on deck” team.)

Company Benefits/Perks:
  • Competitive compensation package
  • A host of company covered Medical, Dental, and Vision plans from which to choose
  • Catered lunches and Pressed Juice three times a week
  • Company-wide social events
  • Sample sales (yes, sample sales)
  • Employee wardrobe
  • Generous employee discount (very generous)
  • Fashion District Downtown LA office space
  • Free parking

Success at ANINE BING requires that:
  • You love to win.
  • You are a doer.
  • You’re a team player.
  • You’re humble.
  • You are honest, straightforward and transparent.
  • You are a good teacher/mentor (approachable and accessible).
  • You want to get your hands dirty.
  • You solve problems.
  • You are resilient.
  • You are flexible.
  • You are entrepreneurial, smart, and passionate.
  • If you don't know something, you say so. Then go figure it out quickly.
  • You love working in a creative environment.
  • You have a sense of humor.
  • You are an insatiable learner.



Los Angeles, CA
90014 USA

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