Brand Experience Specialist — Customer Care & Delight

Free Fly Apparel; South Carolina; On-site; USD 42,000 - 52,000; Full time

Job summary

Free Fly Apparel in Charleston, SC is seeking a Customer Experience Representative to manage customer inquiries, returns, and product questions, always representing the Free Fly lifestyle.

You will handle calls, emails, chats, and social messages with on-brand communication, support both post-purchase and pre-purchase inquiries, and help ensure a fast, friendly, and accurate customer experience.

Qualifications

• 1-3 years of relevant experience (direct customer interaction) required.
• Experience with computerized POS system (like Shopify) preferred.
• Bachelor’s Degree preferred.

Responsibilities

• Be the face of the brand and actively represent the Free Fly life.
• Handle all customer inquiries (calls, emails, messages, chats) in a timely and friendly manner using on-brand language and style while building relationships with the customer.
• Provide support and give a positive experience to customers with questions in the post-purchase process including returns and exchanges, order changes, incorrect orders, shipping questions and issues, account and billing questions, etc.
• Provide support and positive brand exposure to potential customers with pre-purchase questions including product and fit suggestions, shipping timing, manufacturing information, etc.
• Communicate with fulfillment center getting ahead of any potential delays or shipping issues.
• Creatively surprise and delight customers with special engagements and unique touches.
• Pay attention to trends in customer communication and notice opportunities to improve the customer experience.
• Review, moderate, & publish customer reviews to the website, responding to and engaging with customers as needed.
• Build cross-functional and collaborative relationships to ensure firm understanding of product catalog & individual product features, and marketing campaigns and promos.

Skills

Customer service

Communication

Teamwork

Fast-paced environment

Education

Bachelor's degree preferred

Tools

Shopify

Job description

Free Fly Apparel in Charleston, SC is seeking a Customer Experience Representative to manage customer inquiries, returns, and product questions, always representing the Free Fly lifestyle.

You will handle calls, emails, chats, and social messages with on-brand communication, support both post-purchase and pre-purchase inquiries, and help ensure a fast, friendly, and accurate customer experience.