Part-time Customer Experience Associate

urbanstems.com

The Team

Our team is smart, empathetic, naturally driven, and detail oriented. We leave no smile behind - whether working with senders, recipients, or our internal teams, we strive to create the best gifting experience possible.

 

The Gig

Our main objective is to #SendHappy. Associates deliver exceptional follow-up, provide empathetic support and understanding during our customers' most passionate moments, and ensure our teams frame the entire operation through a customer experience lens.

What You'll Do

  • Build customer relationships and communicate effectively in real time through phone, email, and chat
  • Embrace our vision for customer happiness and act on it during every interaction
  • Support our E-Commerce, Supply Chain, Operations, and Delivery teams to communicate updates and ensure accurate and timely delivery
  • Monitor recurring customer experience data, analyze patterns, and proactively provide solutions
  • Escalate concerns and proactively reach out to customers 
  • Take part in longer-term projects based on the needs of the business and your personal interests
  • We're a startup - when it comes down to it, you're able to roll up your sleeves and contribute wherever needed

About You

  • 1-2 years of customer service experience
  • Empathy, patience, and attention to detail are your personal touchstones
  • You have an insatiable curiosity. You're ready to investigate customers’ issues and learn about all aspects of our business - product, marketing, organization and logistics, etc.
  • A master of the art of conversation — you understand the importance of tone and are able to effectively tailor your communication style to build customer relationships across phone, email, chat, and social media
  • You use a variety of computer applications with ease, adapt to new technology quickly, and are always looking for opportunities to hone your tech skills 
  • You’re a data-driven problem solver - you see patterns and like to dig into the data to find the why
  • Organized and detail focused: you can juggle multiple tasks with ease, pay close attention to detail at every turn, and plan ahead
  • You collaborate and communicate well across a fast-moving and dynamic organization 
  • Strong writing skills
  • Background in Excel/Google Sheets
  • Experience with Zendesk and Salesforce is a plus
Nitty Gritty
  • Associates are part-time, hourly employees based out of our Washington, DC headquarters serving our customers and internal teams nationally. We’re looking for part-time associates to work 20 hours each week.
  • Must have the flexibility to work a non-traditional schedule - MUST HAVE WEEKEND AND EVENING WEEKDAY AVAILABILITY
  • Our hours of operation are 8:00am - 9:00pm, Monday through Friday, and 10:30am - 7:00pm on weekends.  
  • We value teamwork & a supportive environment, so teammates report to our downtown DC office for their shifts. 
Perks
  • 401(k) Savings Plan 
  • Employee Discounts

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