Customer Experience Specialist - Hybrid & Day Maker

melin; Irvine (CA); Hybrid; USD 26,000 - 29,000; Full time

Benefits offered by this job

Complimentary meals Monday-Thursday

Brand discounts

Anniversary gifts

Medical, Dental, Vision insurance

Life insurance

401k with employer match

PTO and floating holidays

Beach and giveback days

Job summary

Archipelago Companies is seeking a Customer Service Specialist (Day Maker) in Irvine, CA for an in-office hybrid role. You will handle calls, emails, and chats regarding our ecommerce site, process warranty orders, and provide solutions to consumer inquiries with speed and care.

Qualifications include a Bachelor’s degree and 2+ years in customer service; Shopify Plus experience is a plus. The role requires strong MS Outlook/Excel skills and a team-oriented attitude.

Qualifications

• Bachelor’s degree required.
• Ideal candidate has 2+ years of customer service experience.
• Full Circle and Shopify Plus experience a plus.
• Experience working with a service desk or ticketing tool is preferred.
• Proficient in MS Outlook and Excel.

Responsibilities

• Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized.
• Answer all calls, emails and online chat related to our ecommerce site. Including but not limited to: general questions; order placement, tracking, locating stores, and returns/exchanges.
• Return all phone calls and respond to all emails within 24 hours.
• Respond to a variety of consumer inquiries, resolving issues, and directing consumers to the appropriate resolution channel when needed.
• Process all warranty related replacement orders.
• Proactively anticipate customer’s needs and provide solutions.
• Direct and escalate requests and unresolved issues to the designated, appropriate resource.
• Provide information on product line and demonstrate our commitment to customer service by following up on order requests to ensure superior results.
• Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences.
• Run and review daily, weekly and monthly reports.
• Act as front desk backup to cover lunch and related events.
• Other duties and projects as assigned

Skills

Customer service

Communication skills

MS Outlook

Excel

Team player

Attention to detail

Education

Bachelor’s degree

Tools

Shopify Plus

Ticketing tools

Job description

Archipelago Companies is seeking a Customer Service Specialist (Day Maker) in Irvine, CA for an in-office hybrid role. You will handle calls, emails, and chats regarding our ecommerce site, process warranty orders, and provide solutions to consumer inquiries with speed and care.

Qualifications include a Bachelor’s degree and 2+ years in customer service; Shopify Plus experience is a plus. The role requires strong MS Outlook/Excel skills and a team-oriented attitude.