CUSTOMER EXPERIENCE AGENT

Jetblack is the first portfolio company within Store Nº8, the incubation arm of Walmart, which is focused on transforming the future of retail. Jetblack is a members-only personal shopping and concierge service that combines the convenience of e-commerce with the customized attention of a personal assistant. Our ultimate goal is to create a new standard of consumer shopping with the fastest most delightful end-to-end consumer experience.

Our unique positioning as the first stand-alone company incubated by Walmart gives us access to resources needed to have impact at massive scale and reinvent consumer shopping behaviors. Our journey has just begun and we are building a hard-working passionate founding team to join us changing the retail landscape and driving technical innovation.

Jenny Fleiss, the CEO and co-founder of Jetblack, previously co-founded Rent the Runway, a business that has transformed the retail industry by making designer clothing rentals a convenient and accessible luxury experience for millions of women.

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

https://www.entrepreneur.com/article/314307    

https://www.inc.com/zoe-henry/rent-the-runway-co-founder-launches-jetblack-takes-on-amazon.html

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 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

What you should have:

  • Bachelor's Degree or equivalent is preferred
  • 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 Jetblack, we function like a startup and have the benefits of the largest retailer in the world, Walmart. Our benefit package includes a monthly gym stipend, a generous parental leave program, leading healthcare options, 401k matching, and more! We offer unlimited vacation and a great culture filled with quarterly outings, happy hours, work out classes, celebrations, and clubs. We host bi-weekly lunch ‘n learns and weekly all-hands meetings. Most importantly, we empower employees to dig in and focus on solving big consumer problems. Join us!





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