Career Opportunity at Frank And Eileen
E-Commerce Customer Service Representative
05 Customer Service – Los Angeles, California
Reports To: CEO
Leading Objective:
The ideal candidate will be responsible for leading an unparalleled, luxury customer experience. You will be the voice of Frank & Eileen and Grayson, tasked with communicating directly with our highly educated and exceedingly loyal customer base through both verbal and written communication in a fast-paced omnichannel, startup environment.
Objectives:
-Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience
-Troubleshoot and resolve customer issues, with grace and efficiency
-Gain and maintain a thorough understanding of product line and company voice
-Maintain and establish reporting, tracking, and systems, establishing regular KPI reporting to company for all objectives
-Represent the core values of Frank & Eileen, and act as a brand ambassador
-Manage + track all customer care questions across email, chat and incoming calls
-Master our backend systems with the goal to provide our customers with a consistent voice across all touch-points
-Identify pain-points in customer’s online journey
-Identify and grow relationships with VIP customers
-Create on-brand packages and content for customers and VIPs
-Represent the core values of Frank & Eileen, and act as a brand ambassador. Communicate our goals and initiatives effectively both internally and externally.
Attributes & Objectives Completed:
-2+ years of omnichannel customer service in a like-minded environment (luxury, both wholesale and DTC)
-Working knowledge of: Microsoft OS, Shopify, Full Circle (or other ERP system) and Olark (or other web-based chat service)
-Proven success in a customer service/clienteling environment
-Amazing verbal and written skills
-Ability to speak more than one language a plus
-Organizational and time management skills are essential as well as the ability to multi-task and work on multiple projects simultaneously to meet deadlines.
-Ability to react quickly with a strong sense of urgency.
-Strong determined work ethic, keen eye for detail and a penchant for learning.
-Ability to juggle multiple tasks while swift to adapt to new projects.
-Extraordinary organizational skills.
-A high level of integrity in all that you do, in and out of work
-Ability to collaborate and encourage collaboration among team members
-Functions best in a tight-knit community setting
-A natural sense of entrepreneurship and a can-do attitude
-A positive attitude and a strong sense of accountability in one’s work
-Efficiency — Always looking for areas to streamline, improve, and evolve.
*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
*Frank & Eileen is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers.
*Applicants have rights under Federal Employment Laws:
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