Customer Experience Associate

At eyebobs we create original glasses for original people. We see our Customer Experience Associates as a key component in achieving success, which is ultimately realized by providing world-class communication to and from our customers.

As a CEA you will be the voice of eyebobs, providing outstanding service to our customers through every channel in which we interact with them. You will significantly impact eyebobs’ brand by making every customer interaction a delightful one. We are looking for a strong communicator – someone who is confident and comes across on the phone, in email, and on chat with genuine warmth and personality. When confronted with an issue or a frustrated customer, you listen carefully to understand the problem and are creative and resourceful in finding the best and fastest solution. This position is either remote or hybrid with work from home opportunity as well as some time required in office.

About eyebobs:

Based in Minneapolis, Minnesota, eyebobs was founded in 2001 with a vision to design and supply fashion-forward, luxury eyewear. We live to outfit the eyes of the smart, sarcastic and style-conscious with a full selection of eyewear to express their unique personality. We’re passionate about our product and fanatical about service. We have proven to be innovative leaders in luxury eyewear and are serious about building a world class company to support our growing business. We are out to change the game, one face at a time!

Job Duties and Responsibilities:

• Expert handling of incoming and outgoing customer care calls, emails, chats and escalations
• Processing sales transactions over the phone, tracking orders and responding to customers within SLA requirements
• Multi-tasking using various in-house and off-the-shelf software programs (i.e ZenDesk, Shopify, Netsuite, Loop, Teams etc.)
• Offering value-added solutions and promoting customer loyalty by providing exceptional customer support
• Updating internal documents and customer records daily
• Collaborating with our Operations, Product, Retail and Marketing teams to solve customer concerns
• Working closely with our Logistics and Website developers to troubleshoot issues
• Providing feedback on potential issues and follow-up processes
• Additional project work and assigned tasks when required
• Gaining an in-depth knowledge of eyebobs products
• Other duties as assigned

Qualifications:

• 2+ years of customer service experience in retail or call center environment
• Outstanding interpersonal skills and enthusiastic approach to interactions with customers and peers.
• High School Graduate or equivalent

Position Requirements / Other:

• At least 2 years of Customer service experience preferred
• Ability to think quickly on one's feet
• Excellent communication skills - you excel at being concise, clear and you read your audience to determine the appropriate tone to use
• Proven problem-solving skills - our customers appreciate efficiency and speedy resolutions
• Ability to remain calm and de-escalate potentially contentious situations
• Keen attention to detail and strong time management skills
• Professional, positive, take-charge attitude
• A passion for continuously improving
• A team player attitude, also capable of working independently
• Proficiency using Windows operating system, basic knowledge of Word, Excel and G-suite
• Some flexibility required- Current hours are 8am - 8pm Monday through Friday

Physical Requirements / Working Conditions:

• Must have flexibility to work more than standard 8-hour days. Weekends when and where applicable.

Disclaimer:

This job description is not designed to be a complete list of all the duties and responsibilities required of this position. Duties, responsibilities and activities may change at any time with or without notice. This job description doesn't constitute a contract of employment and the company or the employee may exercise their employment-at-will rights at any time.

Join the team!

Aside from an all-around amazing place to work, eyebobs offers:

• Medical and Dental Insurance options
• Employer provided telehealth and virtual counseling
• Health Spending Accounts for Healthcare and Dependent Care
• 401(k) Retirement Savings Plan + eyebobs Match
• Generous PTO
• eyebobs frame allowances and employee discounts