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.
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
Requirements:
What you bring
- 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.
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