Customer Experience Representative
Rhoback is looking for an upbeat, positive, organized, and creative individual to join our team as our first Customer Experience Representative. This individual will be responsible for handling all customer service for a fast-growing e-commerce apparel brand and will be at the forefront of interactions with customers.
This role will be based in Charlottesville, VA and will start as soon as possible. This is primarily a Monday through Friday position that requires flexibility during Rhoback’s busy seasons of June, November, and December (some Holidays included).
Responsibilities:
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This role will be based in Charlottesville, VA and will start as soon as possible. This is primarily a Monday through Friday position that requires flexibility during Rhoback’s busy seasons of June, November, and December (some Holidays included).
Responsibilities:
- Manage incoming phone calls, emails, voicemails, and Facebook messages from customers in a timely, effective, kind and positive manner. This will primarily consist of emails.
- Continuously brainstorm ways to improve customers' experiences.
- Work on projects that support company-wide goals and initiatives. This could include, but is not limited to, handling and automating custom embroidery orders, monitoring and maintaining supplies at HQ, and working closely with the lead fulfillment manager.
- Set the example to become the gold standard Customer Experience Representative in the apparel industry. Continually focus on laying the foundation to build out a scalable and best-in-class customer service division at Rhoback as the company continues to grow quickly.
- Lead the training of future Customer Experience Representatives as the division grows within Rhoback.
- Manage the company customer service phone number. Call and speak with customers who call, request a call or who need additional assistance to continually find solutions and “wow” customers.
- Monitor and maintain headquarters, including supplies, and the processing of incoming and outgoing business mail. Be willing to partner with fulfillment manager in repackaging (i.e., folding) and restocking inventory if required.
- Create and run monthly reports within the organization to track custom orders, ensure payments are received and checks and invoices are sent timely. Follow up and hold team accountable to execute open items.
- Create and maintain metrics regarding customer experience with website, products, and overall brand using Shopify platform.
- Work hand-in-hand with Rhoback cofounders who will be training you on all customer experience tasks and platforms.
- Be flexible. Given the team is small and growing fast, this position will require a team-building, self-motivating and solution-oriented attitude. Have a willingness to pitch in on any and all fronts to help the team in a positive and effective manner.
- The ideal candidate will have at least six months of experience in a customer-facing role, ideally in e-commerce or retail. But this is not a deal breaker – we are looking for a well-rounded individual, so we welcome any type of career background to apply!
- Must have experience with Microsoft Excel, PowerPoint, Outlook, Gmail and be able to learn new programs quickly. Shopify experience is preferred, but not mandatory – you just need to have a willingness to learn and become an expert in Shopify. Adobe Photoshop experience is a plus.
- Acute attention to detail is a must.
- Must have strong, friendly, and upbeat verbal and written communication skills.
- Ability to remain cool, calm, collected, and organized (you may need to work with an unhappy customer from time to time!).
- Must be extremely responsive and on top of all customer emails.
- Ability to represent Rhoback and be the voice of the company while handling customers in a professional manner. This is the front line and often the only interaction with the brand for customers and thus one of the most important roles.
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