Customer Experience Agent

Tiege Hanley LLC; Chicago (IL); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in men's skincare seeks a Customer Experience Representative to enhance customer satisfaction. You will respond to inquiries, resolve issues, and contribute to a collaborative culture. Join us for a rewarding career with opportunities for growth and a supportive environment.

Benefits

Paid Time Off

Medical and Dental Insurance

401K with company match

Free premium coffee and healthy snacks

Complimentary grooming products

Qualifications

• 1-2 years of customer service experience.
• Fluent in Microsoft Outlook and Office Suite.
• Bilingual in English/Spanish desired.

Responsibilities

• Respond to customer inquiries across multiple channels.
• Resolve customer issues in a timely manner.
• Provide feedback on department policies.

Skills

Customer Communication

Problem Solving

Attention to Detail

Teamwork

Flexibility

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Zendesk

Apple Products

Job description

Description

About Tiege Hanley

Tiege Hanley is a global brand whose mission is to help all men Look and Feel Amazing. We sell simplified skin care systems and products to guys around the world.

About our Customer Experience

Over the last eight years, we have built a world-class Customer Experience team based at our HQ in Chicago. We believe that putting customers first is at the core of what makes us great!

The Team supports the business's growth by working with our customers to answer their questions, troubleshoot orders, and ensure our customer experience is the best it can be. We must ensure their experience with us is the best in class.

Why work for us?
We are a place where an authentically fun culture meets an intense focus on our customers. We believe in empowering people and opening doors for new opportunities. If you’re looking for a company that wants its brand to be a household name, values giving back, and embraces diverse ideas–all while having fun together– Tiege is the place for you!

Your mission:

• Respond to all Customer Inquiries across multiple communication channels (Emails, Phones, Chats, DM’s).
• Become knowledgeable of our products' features and benefits, and communicate recommendations for customers.
• Resolve customer issues in a timely, accurate, and consistent manner.
• Act as a liaison with the supervisor to address any cross-departmental issues impacting the merchant.
• Tackle special customer service projects dictated by company needs.
• Tiege CX covers the help desk 5 days per week, plus some rotating minimal weekend monitoring may be required (1-2 hours), depending on team needs.
• Help keep the team response time within an average of 6 hours.
• Maintain excellent comprehension skills – to clearly understand and help with the issues customers present.

What you’ll accomplish:

• Spread kindness through our customer base by identifying candidates worthy of additional customer care.
• Create a strong sense of community with our customer base through meaningful interactions on live channels.
• Reduce friction points for customers and improve their skin care success.
• Provide feedback to the CX manager on department policies.
• Provide detailed reporting for any technology/website performance issues to CX manager.
• Impact future strategies for successful customer interactions.
• Manage internal resources to accomplish your goals.

Requirements

What you’ll bring:

• Experience with customer communication
• Strong service levels across multiple channels
• Good judgment and fair decision making
• An ability to learn and grow from experience
• A strong work ethic
• A flexible mentality and the ability to adapt to new situations
• A team first attitude

People would say you are:

• Empathetic
• An Excellent written and oral communicator
• Very organized and motivated
• Flexible
• Attentive to detail
• Creative with an Innovative approach to problem solving

Required experience we are looking for:

• Fluent in Microsoft Outlook, Microsoft Office Suite, Google Chrome
• Familiarity with help desk software (Zendesk, Help Scout, etc.) is a plus.
• Team CX works on Apple products. Apple knowledge is a plus.
• Excellent written and verbal communication skills.
• Ability to work in a team environment as well as independently, with excellent attention to detail.
• Efficient problem-solving skills, including decision making, time management, and immediate prioritization of tasks assigned.
• Willingness to work in a flexible, open space work environment.
• Flexible with working schedule; expected to work a minimum of 1 weekend per month.
• 1-2 years of customer service or service industry experience.
• Bachelor’s degree preferred.
• Bilingual in English/Spanish desired, but not required.

Benefits* & Culture:

• Paid Time Off
• Paid Holidays
• Summer Hours
• Medical and Dental Insurance
• 401K, with company match
• Healthy work/life balance
• Free premium coffee and healthy snacks
• Complimentary men’s grooming products while employed.
• Growth and Development: A golden opportunity to hone your skills and grow in a dynamic, fast-paced environment.
• Impactful Work: Play a role in a company that is rewriting the rules in the men’s skincare industry.
• Collaborative Culture: A workspace that encourages innovation through collaboration and values diverse perspectives.

*Benefits are reviewed on annual basis. We strive for a comprehensive, competitive package every year!

Tiege Hanley is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail].