Job Description

Consumer Experience Agent

We have brought e-commerce consumer support in-house for the first time. As a Consumer Experience Agent, you will be the front-line ambassador for our brands. We are looking for a candidate that will partner with our passionate and incredibly talented team to build a "World Class" consumer experience. This position works Monday through Friday and is a full time position with benefits. Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience. Assist consumers with topics such as (but not limited to): Brand, website, or product knowledge based on questions and complaints. Taking online orders, including payments. Resolving returns and order complaints. Communicating warranty policies and repair options. Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities. Meeting and surpassing determined productive metrics and sales goals on a consistent basis. Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues. Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes. Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers.

We're excited if you have: At least 1 year of call center experience handling inbound consumer support. Must have excellent communication and listening skills written and oral. High level of patience when handling upset consumers. High attention to detail. Ability to multi-task and stay organized. Professional and friendly demeanor. Critical thinking and problem-solving skills. Strong computer literacy and call center software experience. Must have reliable internet with efficient download and upload speeds.

Preferred Skills and Industry experience: Experience working as an Agent in a remote work environment a plus. Consumer goods experience within a call center environment CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint Various Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting. Bi-lingual in Spanish or French (not required)

Why you'll love working here: Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based. Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to culture and inclusion empowers us to bring our authentic selves and unique differences to work every day. Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

Job Info: Job Identification 9188. Job Schedule Full time. Job Function Corporate. Display Work Location Jacksonville. Pay Frequency Biweekly. Compensation Currency US Dollar. Minimum Salary $20/hour. Maximum Salary $20/hour. Jacksonville, FL, United States

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