Customer Experience Associate

Job Title: Customer Experience Associate

The York Design Group, a global home decor company, seeks an individual with excellent written communication skills to spearhead online communication with our consumers. The ideal candidate will be able to navigate multiple tasks and provide exceptional service and communication with customers.

Job Responsibilities:

• Respond to Customer Inquiries: Address questions from web consumers via Facebook, Instagram, Twitter, email, live chat, and other customer feedback forums.
• Manage Reviews: Respond to positive and negative reviews on Bazaarvoice, Amazon, and our direct websites.
• Address Complaints: Handle complaints from dissatisfied customers professionally and in a timely manner.
• Product Knowledge: Answer customer questions about products and their features.
• Document Frequently Asked Questions: Document FAQs with a focus on suggesting updates to the marketing team.
• Collaboration: Work with other teams to answer product-specific questions when necessary.
• Product Quality Concerns: Document product quality concerns to identify repeated issues that need attention.
• Social Media Engagement: Proactively engage customers on social media platforms discussing our brand, offering appreciation for feedback or assistance with concerns.

Requirements:

• Customer Engagement Experience: 2 years of experience in a customer engagement focused role.
• Education: Bachelor's degree preferred, but work experience can substitute for education.
• Customer Engagement Skills: Exceptional customer engagement skills.
• Writing Skills: Excellent writing skills.
• Microsoft Office Suite: Experience with Microsoft Office Suite.
• Internet Marketing Strategies: Knowledge of internet marketing strategies.
• Self-Motivation: Self-starter, highly motivated, enthusiastic, and driven to succeed.
• Multi-Tasking: Ability to work on multiple responsibilities simultaneously and meet deadlines.