Rhoback is looking for an upbeat, positive, organized, and creative individual to join our team as a Customer Experience Representative. This individual will be responsible for handling customer service for a fast-growing e-commerce apparel brand and will be at the forefront of interactions with customers. The CX Representative will often be the only interaction with the brand for ours customers and thus is one of the most important roles.
This role will be based in Charlottesville, VA. This is a Monday through Friday position that requires flexibility on weekends during Rhoback’s busy seasons of June, November, and December (some Holidays included). Please note, candidate must be available for the holiday season, weekends included – November 1st through December 25th.
Responsibilities:
- Manage incoming emails, voicemails, Zendesk tickets and Facebook messages from customers in a timely, effective, kind and positive manner. This will primarily consist of emails.
- Manage Returns Processes and Loop Platform. Be flexible reporting to Rhoback warehouse down the road from time to time in order to do physical return processes.
- Become Shopify platform expert and become proficient navigating and working with order/customer information.
- Utilize Teams Messaging App to keep constant communications with fulfillment leadership.
- Collaborate with marketing and fulfillment teams to enhance customer service and brand awareness.
- Work on projects that support company-wide goals and initiatives.
- Continuously brainstorm ways to improve customers' experiences.
- 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.
- Work with Inventory Analyst to make sure all inventory is stated accurately after CX processes like returns and order cancellations.
- Create and maintain metrics regarding customer experience with website, products, and overall brand using Shopify platform.
- 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.
Qualifications:
- 4-year BA Degree preferred, but can be flexible if candidate has relevant e-Commerce Customer Service experience
- The ideal candidate will have at least 6 months of experience in a customer-facing role, ideally in e-commerce. 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 be proficient with Microsoft Excel, PowerPoint, Outlook, Gmail and be able to learn new programs quickly.
- Shopify experience is preferred, but not mandatory – just a willingness to learn and become an expert in Shopify.
- NetSuite and Zendesk experience are a plus.
- Acute attention to detail is a must.
- Superb collaboration and problem solving skills.
- 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!).
Only serious and qualified candidates with a passion for growing a fun startup e-commerce brand will be considered. If you think you'd make a great addition to the Rhoback Team, please apply here.
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