Brand Experience Representative

Role Description:

A Brand Experience Representative helps bridge gaps between our customers and company, providing improvements to customer experience and increasing retention.

What This Role Does:

• Troubleshooting and resolving inbound customer complaints via email, chat, and phone
• Working with the marketing team to implement varied customer-focused strategies
• Analyzing marketing, sales, and returns KPI’s to identify trends
• Collaborating with the operations team to improve customer experience by identifying trends in customer complaints
• Responsible for maintaining a high level of professionalism with all current and potential customers, aiming to establish a positive rapport across the board
• Contributing to updating organization best practices, such as frequently asked questions and standard operating procedures

Role Qualifications:

• 2 - 4 years of B2C customer service experience
• Experience in analyzing and tracking many data points, while coming to actionable conclusions based upon the data
• Knowledge of Product Marketing and Branding best practices
• Experience in Gorgias, Shopify, and Amazon Seller Central a plus

Qualities for Success:

• A self-starter with a strong work ethic combined with a "team-first" mentality
• An effective time manager who is able to drive multiple projects forward at once
• A solid communicator with the ability to articulate concepts, ask insightful questions and deliver clear messages internally and to partners
• Tech savvy and able to simultaneously navigate multiple software applications and technologies
• Heavily reliant on data, focusing on its importance to make decisions

Physical Requirements:

• This position is primarily office-based. Candidates must be able to remain in a stationary position for an extended period of time while performing work on a computer

• Competitive Pay: Competitive hourly rate
• Insurance Benefits: All full-time employees are eligible for medical, dental and vision coverage as well as supplemental options. Coverage begins on the first of the month following hire date.
• 401(k) Match: All employees are eligible for 401(k) elections after six months of employment. Brickell will match 100% up to 4% of your 401(k) contributions. Company match vests immediately!
• Free Gym Membership: Get your sweat on and enjoy a complimentary gym membership on Brickell
• Flexible PTO Holiday Observance: We know how important balance is for our team and offer generous Vacation, Sick, and Personal time as well as 9 paid holidays per year
• Schedules: Consistent schedules with weekends off
• Discounts: Team member discounts up to 75% off

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