Job description
Studs is an experiential retail and e-commerce brand that has re-imagined the ear piercing experience. Studs' mission is to empower bold self-expression and inclusive community through earscaping with safe and healthy ear piercings and the best curated destination of earrings.
As a Part-Time Customer Experience Associate at Studs, you will be responsible for delivering an exceptional customer support experience to our customers. This person will turn every customer interaction into a positive experience with our company, driving brand loyalty and love.
The Associate will be the voice of the company to our customers, acting as both brand ambassador and problem-solver. The Associate is responsible for ensuring a frictionless journey with Studs for the customer, and bringing back insights to the rest of the Studs team to influence product, marketing and operations with the customer in mind.
The Customer Experience team works cross-functionally across retail, product, merchandising and digital to provide the best possible experience for our customers. The ideal candidate is someone with impeccable communication and organizational skills, with a passion for creating an unforgettable experience. This is a junior role and reports directly to the Senior Manager of Customer Experience.
In compliance with recent NYC government updates, candidates that apply for this role must be fully vaccinated prior to their start date or have documentation for a reasonable accommodation. Proof of vaccination will be required.
Salary: $24/hr (15-30 hours per week)
Key Responsibilities:
Customer Service
- Delivers exceptional service by helping customers resolve inquiries and issues through email, text and chat.
- Meet all SLA's and deliver best-in-class NPS & CSAT scores.
- Collaborate on operational projects focused on improving customer experience.
- Act as a liaison between customers and the retail, digital, and fulfillment teams.
Service Recovery
- Supports Studs Studios by communicating directly with customers, and executing service recovery when necessary.
- Uses appropriate escalation paths when necessary and resolves customer issues in a timely manner.
- Responds to negative customer feedback, including google + yelp reviews.
Product/System Knowledge
- Learned knowledge of all of Studs internal systems, including (but not limited to) Zendesk, Acuity, Klaviyo, Shopify, Loop.
- Utilizes internal systems to troubleshoot customer issues, identify and escalate bugs/glitches that are impacting the customer experience
Reporting
- Report on customer insights and metrics on a daily/weekly basis.
- Collaborate with Senior Managers to surface trends and areas of opportunity to improve customer experience.
- Complete ad-hoc reporting and data analysis projects.
Requirements:
- 1-3+ years of experience in hospitality or customer service in a consumer-facing startup
- Proof of vaccination or reasonable accommodation
- Quantitative and data-driven
- Creative problem-solving abilities
- Excellent verbal and written communication skills
- Experience and/or familiarity with Google Suite or Microsoft Office Suite
- Passion for customer service with a friendly, outgoing, sales orientation
- Open to weekend and evening shifts
- Hybrid (Can be primarily remote, but desk in NYC HQ office also available)
- Experience with Shopify and Zendesk (or similar systems) is a plus
Hourly: Benefits & Perks:
- A competitive salary
- Paid Time Off for Quarterly Wellness Days (where the whole team takes time off together to recharge), Sick Leave, Paid Compassionate Leave, & Paid Parental Leave
- Exclusive employee piercing and jewelry discounts (plus discounts for friends and family)
- Quarterly learning and development opportunities to support internal mobility and foster an inclusive culture
- $100 Monthly lifestyle stipend and 401(k)
- Access to our office in Soho
- Work from home office set-up
Studs, Inc. is an equal opportunity employer and considers all applicants for employment without regard to race (including traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law. We comply with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which we operate.
Studs Inc. is monitoring and following public health requirements with respect to vaccination mandates, social distancing, PPE in the workplace, and sanitation practices in response to COVID-19. Accordingly, prospective employees are expected to comply with all such requirements if hired for employment.
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