Customer Experience Specialist

Customer Experience SpecialistClassification: Non-Exempt Reports to:  Sr Manager, Customer Experience Date:  January 2023Location: Remote Hours: Monday – Friday 1030 AM - 7 PM ESTSince 2005, ALEX AND ANI has been at the HEART of meaningful jewelry. Through an evolution of styles, trends, and retailing, we have remained true to our mission…to empower self- expression.  Our jewelry is designed as literal expressions of bigger truths, because our souls thrive when we celebrate who we are and what we have accomplished.  Each piece of designed to symbolize the connections we create — to ourselves, our loved ones, our memories, the world around us and the universe beyond.  You start the journey; we help honor it.  Our fans are people who look to the future with courage and awareness. They identify with our authentic voice, and when they choose our jewelry, they choose powerful symbols of positivity, hope, and strength.  Our mission is to inspire action, change, and good energy.We are looking for individuals who want to make a difference, enjoy challenging work in a fast-paced environment.  ALEX AND ANI offers a comprehensive, affordable health benefit package for you and your family, a 401(k) with company match, and generous time off policies, including paid volunteer time.  Competitive salary commensurable with experience level.Summary/ObjectiveThe Customer Experience Specialist must be a passionate team player who enjoys being helpful and supportive by providing timely and accurate response from all media channels to our direct consumers.  You will be educating, problem solving, and most importantly delivering a memorable and meaningful experience to our consumers. Essential Duties and Responsibilities• Be a product and consumer expert.  Acquire a deep understanding of our products, their meanings and how our fan base relates to the Brand.• Support and consult with our consumers via the telephone, email, chat or social media channels for a variety of subjects related to orders, shipments, product, pricing, policy, returns, and warranty• Process consumer’s orders, refunds and warranty transactions timely and accurately• Resolve matters for customers satisfactorily, efficiently, and effectively• Act as a virtual Bartender for e-commerce customers• Front-end and back-end engagement with customers in real time via native tools (Facebook Business Manager, Instagram Twitter), escalating as needed to customer experience management • Moderate customer reviews using Yotpo Ratings Reviews tool• Collaborate with rest of team to properly manage customer inquiries and escalations when appropriate• Other duties as assignedTravel• This position requires limited travel; 0-5%Position Requirements• Associates degree is preferred with 2 to 3 years of customer experience preferably in Retail industry. • Self-motivated, team player capable of multi-tasking in a fast-paced environment • Prior experience using social media channels (FB, Twitter, Instagram), chat, email is preferred. • Unwavering commitment to customer satisfaction.• Proficiency in MS Office applications (Word, Power Point, Excel, Outlook, Teams) • Experience in web based administrative systems a plus. • Excellent communication (verbal/written), problem solving and time management skills.• Attention to detail and proven ability to analyze business trends to suggest improvements to the customer experience. • Ability to flex schedules based upon the needs of the business to optimize team coverage. Weekend and holiday coverage will be required seasonally; and/or other times per business needs.This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instruction and to perform any other duties by his or her supervisor.

Salary : $41,500 - $52,600