What are the responsibilities and job description for the Customer Experience/Operations Coordinator position at B-Unlimited, Inc.?
Description:
Main Responsibilities
This position will prioritize the following tasks:
Customer Service Responsibilities:
- Provide incredible customer service, creating and maintaining customer accounts: communicate with customers via chat, phone calls, text, e-mails, etc.
- Manage Gorgias customer service-platform and maximize its effectiveness for B-Unlimited customer service
- Communicate with Logistics Managers on priority jobs and projects to serve customers as best as possible
- Build out this department: assess software and resource needs and develop scale-able processes for customer service and feedback from customers.
- Aid as needed with other B-Unlimited departments
Operations Responsibilities:
- Assist with daily completion of online and invoice order processing (order blank garments to be scheduled for production)
- Communicate clearly regarding smooth transition from Operations to Receiving/Production
Evaluation Criteria
This position will be evaluated on the following criteria:
- Innovation: strategically recommend and propose innovations to enhance our customer experience
- Customer Service Management: ensure tickets are completed in accordance with our B-Unlimited values in the most time efficient manner with little to no supervision
- Communication: ensure marketing, supervisors, team members, artists, etc. are well-informed when customer service issues arise
- Commitment: be willing to go the extra mile when needed to make our customers are happy
- Patience and ability to see issues through to their resolution
- High levels of attention to detail and ability to focus on tasks at hand
Key Characteristics or Skills
The person in this position must have the following characteristics:
- Extremely organized and highly efficient: able to work on several projects/conversations simultaneously without compromising quality of interaction or attentiveness
- Caring and creative: willing to go the extra mile to make every customer happy and satisfied
- Communicative and thorough: follow up on every concern/complaint, seeing each through to its resolution
- A catalyst for positivity and exemplary in kindness, patience, and teamwork
Other Requirements
The person in this position meets these requirements:
- Have at least 1-3 years in a customer service role (preferred)
- Have knowledge/experience working with University/College/Retail/Greek Organization related customers (preferred)
- Have a High School Diploma, equivalent or higher (required)