Customer Experience Agent at Sixpenny in New York, New York

Posted in Other about 2 hours ago.

Type: full-time





Job Description:

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.

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