MEMBER SERVICES ASSOCIATE

Code Eight is making everyday shopping magical with a highly personalized shopping experience that brings the relationship back to retail and optimizes it for the digital world. Our journey has just begun and we are building a hard-working passionate founding team to join us as we have fun delighting customers, changing the retail landscape and driving technical innovation.

We're blushing. Some of our favorite press links:

https://www.bloomberg.com/news/features/2017-05-04/can-wal-mart-s-expensive-new-e-commerce-operation-compete-with-amazon

http://campfire-capital.com/retail-tech/jennifer-fleiss-walmarts-store-no-8

Who will love this job:

  • A data junky - you love compiling data to show progress and guide decision making
  • A doer - you thrive in a fast-paced environment; we move quickly and need a teammate who will too
  • A creative problem solver - you have the ability to think outside of the box and maintain a flexible approach to problem solving
  • An organizer - you have superb organizational skills, attention to detail, and ability to execute a plan in a methodical, structured way
  • Someone who loves moving at a fast pace - Desire to be a part of one of a fast-growing technology startup where the only constant is change

What you’ll do:

  • Strive for 100% customer satisfaction
  • ‘Wow’ every customer acting as the voice of our ‘bot’ with personalized recommendations,
    curated products, and high-touch service via primarily text communications
  • Demonstrate and build our brand as a celebrated, best-in- class customer service organization
  • Respond promptly and accurately to customer inquiries and requests
  • Troubleshoot any customer facing issues related to product or processes
  • Work closely with team Category Experts to ensure we provide the best recommendations
  • Work with logistics team to provide customer with timely and accurate pricing and delivery information
  • Work closely with data analytics team to ingest product and customer data
  • Help build standardized, consistent customer experience workflows, guidelines, benchmarks,
    and ongoing strategy as a new, growing brand and organization
  • Work with other functions and our product team to encode your knowledge about each
    customer, their needs, and the work you are doing to ‘teach’ our machines to be more
    efficient for automation and quality assurance
  • Extract sentiments and preferences from customer conversations and requests
  • Enrich product data with relevant tags
  • Document and test a variety of customer interaction use cases; partner with
    UX/UI team to inform the overall customer engagement strategy with findings
  • Integrate changes and new content to customer engagement guidelines into Agent Handbook based on successful testing outputs
  • Support development of future Operations Agent training materials and Templates
  • Support ongoing metrics tracking and KPI dashboard development on a weekly basis

What you should have:

  • Bachelor’s Degree is required
  • Experience working in customer service role, or customer facing role is preferred
  • Flexible schedule and ability to work rotating shifts (including nights and weekends)
  • Comfort with learning and adapting to new technology
  • Excellent written and verbal communication skills, fluent in English
  • Passion for customer service and magnetic personality
  • Resourcefulness and the ability to operate independently with minimal oversight
  • Excellent organizational skills, attention to detail, and accuracy
  • Resilient; ability to quickly bounce back from setbacks with positivity and focus on the end goal
  • Ability to work independently and as a team

Pay, perks & such

At Code Eight, we provide competitive salaries and a full slate of benefits including health coverage, a 401K plan and pre-tax commuter benefits. Of course, we also have start up perks like snacks, fun events, fitness reimbursement, and a great downtown NYC-based office. We host bi-weekly lunch ‘n learns and all hands meetings. We are a start-up without the typical risk profile of most startups - we empower employees to dig in and focus on solving big consumer problems. We are proud to raise the bar so you can too!

Come join us!

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