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Customer Experience Specialist

Company: Westlife Distribution, LLC
Location: Gardena
Posted on: June 22, 2022

Job Description:

Who we are

For nearly three decades, 686 Apparel has been developing, testing and engineering technical fabrications and laminations in apparel. Everything we do is based around innovation, people, and purpose with the goal to build the best performance products with our active-minded community. We create products. We create a community. We create experiences.

Our key building blocks:

Independence

Innovation

Inclusion

Community

Sustainability

We're looking for a passionate and motivated Customer Experience Specialist to deliver a best-in-class experience for our fans as the frontline voice of the brand. This position is based in our main office in Gardena, CA.

What you'll do

The Customer Experience Specialist is a crucial position for the success of our Ecommerce business and 686 as a whole, as it's you who our fans will be reaching for support and guidance. Your actions and communication with our fans will directly impact their purchasing decisions and their lasting impression of our brand.

In this role, your primary focus is to deliver quality interactions to our fans and to seek ways to elevate their experiences at every step of their journey. You'll be the first to bring attention to fans' issues and concerns and be empowered to be part of the solution, tearing down roadblocks and implementing improvements to policies and procedures. Through it all, you'll work alongside the Customer Experience Manager and the rest of the CX team to align and unite the organization around our fans and ensure that their voices are heard.

How you'll do it

Address and resolve incoming fan tickets across our contact channels

Actively observe themes/trends across tickets and bring attention to areas of concern

Collaborate cross-functionally with Product, Marketing, Ecommerce, and Operations

Meet or exceed KPIs such as satisfaction rating, multi-touch ticket percentages, etc.

Continually strive to improve product and process knowledge

Inject your unique self and personality into every interaction

Train new CX teammates as experience allows

Any other responsibilities assigned by management

What you bring

Local to the LA area to work on-site

Outdoor/snow customer service experience

A minimum of 1 years experience in a customer service position

Ability to adapt in a dynamic, evolving business environment

Eagerness to solve unique problems

Outstanding written and verbal communication skills

Experience using Zendesk and Shopify, or similar tools

Proficiency in Microsoft Office

Minimum of 35WPM (words per minute) typing skills

If this sounds like you, we can't wait to connect! Submit your resume today for immediate consideration.

PI181670938

Keywords: Westlife Distribution, LLC, Gardena , Customer Experience Specialist, Other , Gardena, California

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