Customer Experience Associate

At eyebobs we create original glasses for original people. We see our Customer Experience Associates as a key component in achieving success, which is ultimately realized by providing world-class communication to and from our customers.

As a CEA you will be the voice of eyebobs, providing outstanding service to our customers through every channel in which we interact with them. You will significantly impact eyebobs brand by making every customer interaction a delightful one. We are looking for a strong communicator someone who is confident and comes across on the phone, in email, and on chat with genuine warmth and personality. When confronted with an issue or a frustrated customer, you listen carefully to understand the problem and are creative and resourceful in finding the best and fastest solution. This position is hybrid with work from home opportunity as well as time required in Minneapolis Headquarters office. Schedule arranged during operating hours: Monday through Friday 8:00am-8:00pm; Saturday 8:00am-4:00pm. Some flexibility in hours will be required.

Job Duties and Responsibilities:

• Expert handling of incoming and outgoing customer care calls, emails, chats and escalations
• Processing sales transactions over the phone, tracking orders and responding to customers within SLA requirements
• Multi-tasking using various in-house and off the shelf software programs (i.e ZenDesk, Shopify, Netsuite, Slack etc.)
• Offering value-added solutions and promoting customer loyalty by providing exceptional customer support
• Updating internal documents and customer records daily
• Collaborating with our Operations, Product and Marketing teams to solve customer concerns
• Working closely with our Logistics and Website developers to troubleshoot issues
• Providing feedback on potential issues and follow up processes
• Additional project work and assigned tasks when required
• Gaining an in-depth knowledge of eyebobs products
• Other duties as assigned

Qualifications:

• High School Graduate or equivalent required
• At least 2 years of customer service experience in retail or call center environment required
• At least 1 -2 years of Customer service experience preferred
• Outstanding interpersonal skills and enthusiastic approach to interactions with customers and peers
• Demonstrated ability to think quickly on one's feet
• Excellent communication skills - you excel at being concise, clear and you read your audience to determine the appropriate tone to use
• Proven problem solving skills - our customers appreciate efficiency and speedy resolutions
• Ability to remain calm and de-escalate potentially contentious situations
• Keen attention to detail and strong time management skills
• Professional, positive, take-charge attitude
• A passion for continuously improving
• A team player attitude, also capable of working independently
• Proficiency using Windows operating system, basic knowledge of Word, Excel and G-suite
• Some flexibility required. Current operating hours are 8am-8pm Monday through Friday and 8am-4pm Saturday. Must have flexibility to work more than standard 8-hour days on occasion.

This job description is not designed to be a complete list of all the duties and responsibilities required of this position.

Join the team!
You supply the personality. We frame it. It isn't just a tagline - it's the very core of what we do. We truly believe the perfect pair of frames can help empower you to be your true and authentic self. Your personal style makes a statement - let us help you add an exclamation point (and, if you're up for it, a few artfully placed swear words). eyebobs empowers our team to be their true and authentic selves with the singular goal of framing personalities. Were passionate about our product, committed to our core values and fanatical about service. Are you ready to join the eyewear rebellion? Let's do this!

Aside from an all around amazing place to work, eyebobs offers:

• Medical and Dental Insurance options
• Health Spending Accounts for Healthcare and Dependent Care
• 401(k) Retirement Savings Plan + eyebobs Match
• Generous PTO
• Annual eyebobs frame allowance

Company Website: www.eyebobs.com

Flexible work from home options available.