Sixpenny Home is looking for a dynamic Customer Experience Agent to assist in the day-to-day responsibilities that go into ensuring customer happiness and CX operational efficiency.
The position requires someone who is a proactive communicator, a detail-oriented multitasker and an effective problem-solver comfortable working in a fast-paced environment. This person will be responsible for acting as an integral support to our current CE team.
Experience in the home furnishing industry and/or design is a plus.
The position is mostly remote but must be based in New York, NY. Occasional visits to the company's Dumbo Showroom may be requested.
Reports to CE Manager. Collaborates with Buying & Planning, Operations & Logistics, Marketing, Brand & Web and Delivery Success.
Position Overview:
Maintain a mindset of continuous improvement.
Answer customer emails and chats regarding product, policy, order status, shipping + delivery and anything in between. Schedule calls as needed.
Maintain brand tone in all customer communications.
Drive customer satisfaction and engagement by exemplifying in-depth product knowledge with a solution-oriented curiosity.
Process inbound customer inquiries that pertain to order management, such as order status update, order modifications, cancelations, replacements, etc.
Assist in managing post purchase communication to all customers via Klayvio.
Communicate cross-departmentally with accurate, up-to-date information.
Work closely with warehouse team via multiple communication mediums to ensure customer orders are processed timely and accurately.
Work with buying and planning team on finding fulfillment solutions for delayed orders.
Assist in tracking quality related replacements and returns with timely documentation.
Assist in compiling CX operations related reporting.
Perform other duties as required
Experience:
ZenDesk and Shopify experience required. NetSuite, LiveChat and Asana experience preferred.
Availability to work on the weekend.
3+ years of online operations / customer experience in a fast-growth environment.