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Customer Care Specialist

Company: Serena & Lily
Location: Stratford
Posted on: January 10, 2022

Job Description:

Summary of Role:We're looking for dynamic people to join our Customer Care team based in Sausalito, CA but currently working remotely. Candidates for this role must be able to provide a five-star, luxury brand level of Customer Care to all Serena & Lily customers, as well as provide expert design advice consistent with the Serena & Lily aesthetic. We are looking for full-time associates available to work weekday and or weekend, early morning and regular business hour shift schedules.Essential Duties & Responsibilities:

  • Act as the face of the Serena & Lily brand, providing a first-rate customer experience in sales, issue resolution, and design consultation customer interactions.
  • Become a Serena & Lily brand advocate, guiding our customers with incredible on-brand design advice.
  • Handle customer support primarily through phone, with moderate email, and live chat support.
  • Must be able to empathize with customers over the phone.
  • Process returns, replacements, refunds, and other post-sale transactions.
  • Develop customer relationships to ensure brand loyalty and repeat visits from customers.The ideal candidate will have:
    • A passion for delivering exceptional service, with all of the personal qualities that this requires: warmth, empathy, optimism, team orientation, and conscientiousness.
    • An in-depth understanding of color, pattern, texture, space, and other key interior design elements.
    • Experience with resolving complex customer care issues.
    • A thorough familiarity with Serena & Lily products and brand, as well as the competitive set.
    • The ability to thrive in a remote and office team environment.
    • Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up.
    • Basic NetSuite Experience
    • Bookkeeping Experience
    • Comfortable with multitasking through multiple platforms
    • Exceptional verbal and written communication skills.
    • Strong command of the English Language.

Keywords: Serena & Lily, Visalia , Customer Care Specialist, Other , Stratford, California

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