Consumer Experience Agent, Full-time

We have brought e-commerce consumer support in-house for the first time. As a Consumer Experience Agent, you will be the front-line ambassador for our brands. We are looking for a candidate that will partner with our passionate and incredibly talented team to build a “World Class” consumer experience.   This position works Monday through Friday and is a full time position with benefits.  

 

• Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.

• Assist consumers with topics such as (but not limited to):

• Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.

• Meeting and surpassing determined productive metrics and sales goals on a consistent basis.

• Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.

• Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.

• Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers. 

• At least 1 year of call center experience handling inbound consumer support.

• Must have excellent communication and listening skills – written and oral. 

• High level of patience when handling upset consumers.

• High attention to detail

• Ability to multi-task and stay organized.

• Professional and friendly demeanor

• Critical thinking and problem-solving skills.

• Strong computer literacy and call center software experience

• Must have reliable internet with efficient download and upload speeds

 

 

• Experience working as an Agent in a remote work environment a plus

• Consumer goods experience within a call center environment 

• CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke 

• Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint 

• Various Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting. 

• Bi-lingual in Spanish or French (not required)