Previous Job
Member Services
Ref No.: 18-14419
Location: New York, New York
What you'll do:
  • Focus on the customer:
    • Demonstrate and build our brand as a celebrated, best-in- class customer service organization, striving for 100% customer satisfaction
    • 'Wow' every customer acting as the voice of our 'bot' with personalized recommendations, curated products, and high-touch service via primarily text communications
    • Troubleshoot any customer facing issues related to product or processes
    • Build standardized, consistent customer experience workflows, guidelines, benchmarks, and ongoing strategy as a new, growing brand and organization
  • Focus on data and metrics:
    • Extract sentiments and preferences from customer conversations and requests
    • Enrich product data with relevant tags
    • Support ongoing metrics tracking and KPI dashboard development on a weekly basis
  • Support training efforts:
    • Integrate changes and new content to customer engagement guidelines into Agent Handbook based on successful testing outputs
    • Support development of future Operations Agent training materials and templates
  • Work across teams to:
    • Provide best in class recommendations to our customers
    • Provide customer with timely and accurate pricing and delivery information
    • Ingest product and customer data
    • Encode your knowledge about each customer, their needs, and the work you are doing to 'teach' our machines to be more efficient for automation and quality assurance
    • Inform the overall customer engagement strategy with findings
What you should have:
  • Bachelor's Degree is required
  • Experience working in customer service role, or customer facing role is preferred
  • Flexible schedule and ability to work rotating shifts (including nights and weekends)
  • Comfort with learning and adapting to new technology
  • Excellent written and verbal communication skills, fluent in English
  • Passion for customer service and magnetic personality
  • Resourcefulness and the ability to operate independently with minimal oversight
  • Excellent organizational skills, attention to detail, and accuracy
  • Resilient; ability to quickly bounce back from setbacks with positivity and focus on the end goal
  • Ability to work independently and as a team