Customer Happiness Specialist
Customer Happiness Specialist
*This is a hybrid role that offers work from home 3 days per week, in office 2 days.
Company Background
We’re on a mission to create safer lives for people, pets, and the planet. Enviroscent creates non-toxic air fresheners that are safer and more sustainable, with fresh, true-to-nature scents. We are disrupting the air freshener category, online and at retail, and growing fast. Our entrepreneurial team is collaborative, committed, and building a winning brand.
The Role
As an important member of our entrepreneurial team, our Ecommerce Customer Happiness Specialist will cultivate positive relationships with our existing and future consumers, leading to increased sales, repeat purchases and five-star reviews. The ideal candidate has great communication and listening skills, empathy, understanding and enthusiasm. And is comfortable working collaboratively in a fast-paced environment.
Responsibilities:
- Foster and grow relationships with our customers by offering personalized service that will help ensure the highest possible quality of support that is efficient and empathetic.
- Be an expert of Enviroscent products & Brands and know best path for any needed information and/or timely escalation of product-related complaints/issues.
- Own the tickets and tasks assigned to you, and thoughtfully prioritize them based on the evolving needs of the customer.
- Communicate professionally and escalate as appropriate – work cross-functionally where needed to resolve customer concerns.
- Collaborate with our Operations, Marketing, and Brand teams to troubleshoot problems, improve processes, and ensure customer satisfaction by providing their feedback to our internal partners towards the best solution for the customer.
- Assist with seasonal and other support agent on-boarding, training, and quality assurance.
- Document and help improve key processes and provide training.
- Suggest guidelines, process, and appeasement improvements/updates to support the customer and the team.
- Achieve goals including customer satisfaction metrics, repeat customer metrics, call metrics, and improved customer support ticket response & resolution metrics.
Who you are:
The ideal Customer Happiness Specialist for Enviroscent:
- Loves making people happy – via listening, empathy, understanding, enthusiasm, and action.
- Is comfortable communicating via email, SMS and by phone.
- Has exceptional interpersonal and written & verbal communication skills with a solutions-oriented, friendly, and professional approach.
- Has a talent for turning a negative into a positive by actively finding ways to assist customers with out-of-the-box thinking AND with thoughtful, empathetic consideration.
- Works autonomously and takes responsibility for completing assigned work.
- Cares about not just making sure the work is done, but that it’s done well; always seeking ways to do things better through asking for advice and feedback.
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
- Participates in additional training courses to stay current in customer support trends and techniques.
What You’ll Have:
- Ability to thrive and communicate effectively in a fast-paced, cross-functional environment.
- Experience with consumer engagement on social media, including Facebook and Instagram a plus.
- Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate, positive manner.
- Ability to resolve escalated consumer issues with a high level of professionalism.
- Understanding of consumer return process and online subscription models.
- Previous experience working with consumer management tools and/or ecommerce platforms such as Shopify a plus.
- Previous experience in customer service and/or mixed channel call center a plus.