Director of Customer Care

About us

Dayspring Pens is a fast-growing ecommerce store that specializes in personalized professional gifting. While we distribute several luxury brands like Cross, Waterman, and Parker, we also create our own line of professional accessories. We exist to help our customers give gifts well and create delight for both the buyer and recipient through exceptional products and service. Our business model focuses on in-house order fulfillment and maintaining a robust digital marketing team.

Our culture

Dayspring Pens is a casual work environment that is built on our core values of accountability, care, growth-mindedness, and presence. We don’t just talk about these values - we live them every day. While the conversation and pace can be casual, make no mistake, we’re very driven to create excellence and delight for every customer and every team member. If you thrive in an active, digitally native work environment on a small team where you can have a big impact and be surrounded by talented creative people, this may be the job for you.

About this job

We are seeking a Director of Customer Care to join our team - someone who loves helping others. You should have exceptional analytical and relational skills along with the ability to adapt to the varying needs of our business.

We are looking for someone who is thoughtful, caring, precise, efficient, and able to work in a team environment. You would have primary responsibility over three core areas:

• responding to customer inquiries via phone and email,
• communicating with business customers to understand their needs and offer a premium and personal experience,
• and assisting with production and order fulfillment when necessary.

Had you worked here last month, you would have:

• Provided support for >600 customer tickets across Amazon, Etsy, our own website, and phone
• Worked with 30 business customers on order scope and proofing
• Personally assembled a gift box or written notes to delight our corporate customers and stay top of mind.
• Performed business opportunity analysis on our current customer base to identify target industries that are more likely to purchase our products and services.

The best candidate for this position would be:

• Professional - Able to maintain confidence and a collected voice under customer or operational pressure.
• Detail Oriented - Natural attunement to detail and precision in customer interactions.
• Personable - Able to communicate clearly with others, cooperate with a small team, receive feedback, and adjust.
• Analytical - Experience measuring and tracking key performance indicators.
• Strategic - Able to set and accomplish productivity goals through planning.
• Technically Experienced - Digitally native and experienced in operating across different integrating softwares.
• Competitive - Willing to be coached to be more efficient and productive.
• Creative - Establish new ways to reach out and delight past and potential customers.
• Discerning - Able to balance the expectations of the customers with the ultimate goals of the company.

Task List

Daily:

• Respond to customer service inquiries over email and phone
• Proof Corporate and logo orders
• Process returns and refunds
• Accomplish light clerical work
• Aid in order fulfillment as required

Weekly:

• Track performance and refine the automation systems in place to more efficiently handle inquiries.

Monthly:

• Ensure the proper organization of tickets by tags
• Review the technical stack of software for opportunities to improve our capacity to provide excellent customer care.

Quarterly:

• Provide quantitative and qualitative reports on customer satisfaction.
• Participate in some form of ongoing education to perfect your craft.

General information

• Full time/Non-Exempt - 40 hrs / week
• Pay Rate: $20-$25 / hour
• Healthcare available
• 401(k) Retirement Option
• Paid Time Off: 15 days
• Saturdays required monthly
• Weekends may be required during the holiday season

To apply:

Submit your resume on really. All submissions should be sent with a complete cover letter that has the subject line “Dayspring Pens Customer Care Application”.

Any applications submitted without the correct subject line will not be considered or reviewed.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekends as needed

Education:

• Bachelor's (Required)

Ability to Relocate:

• Virginia Beach, VA 23453: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $25