JOB TITLE: Customer Care Coordinator

REPORTS TO: Senior Manager, Customer Care

DEPARTMENT: E-Commerce + Digital Marketing

OVERVIEW

The Customer Care Coordinator is a key member of the Summer Fridays team, as delighting our customers is at the heart of everything we do. In this role, you will be responsible for communicating directly with the Summer Fridays’ community across multiple touchpoints and creating a welcoming, helpful, and warm forum for inquiries, concerns and comments, with a focus on quickly resolving issues with patience, diplomacy and kindness.

RESPONSIBILITIES

• Ensure optimal service across all customer touchpoints including, but not limited to email, online chat, SMS and phone
• Exceed customer expectations by resolving issues and answering inquiries in a timely, friendly manner
• Achieve customer care workflows and KPI’s
• Take initiative to complete tasks and solve problems; have a sense of urgency around time-sensitive concerns
• Partner with manager and internal teams to refine and catalog applicable messaging, FAQ’s and scripts
• Assist with preparation of reports and activity logs related to customer care
• Work with external customer care team and distribution center to remedy shipping-related inquiries
• Ensure proper handling of returns and exchanges
• Monitor SummerFridays.com to provide timely response to reviews and inquiries posted onsite
• Work with Social Media team to provide timely response to inquiries that come in via social platforms
• Monitor, document, report and communicate emerging trends related to product performance and customer satisfaction to management and key stakeholders
• Additional responsibilities as assigned/necessary

REQUIREMENTS

• 1+ years customer service/call center experience (CPG/beauty industry preferred)
• Degree in Communications, Business Administration or related field
• Exceptional communication (verbal & written) and interpersonal skills, with particular emphasis on patience, politeness, tact and diplomacy when dealing with difficult situations
• Ability to multitask and remain calm under pressure
• Ability to work independently in a fast-paced, high-growth environment
• Solid analytical and problem-solving skills; ability to examine issues both strategically and tactically
• Flexibility to work additional hours/days during holidays and high volume periods
• Proficiency with applicable customer service technology, including call center platforms (e.g. Gorgias, Zen Desk, Happy Returns)
• Proficiency with e-comm platforms and products (including but not limited to Shopify, Yotpo, Klaviyo, Attentive)
• Proficiency with MS C-Suite programs (Word, Excel, PowerPoint, Outlook, etc.)
• Must be based in Los Angeles, CA