Customer Service Agent

About rag & bone:From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream.We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process, and collaboration for a more equitable future.Job Summary:The role of the Customer Service Agent is to deliver a best-in-class customer experience for the rag & bone community. You will be the first point of contact for all the rag & bone ecommerce customers as well as assist with queries from the retail community. It is essential that you are acting as a brand ambassador to ensure outstanding service, shopping experience, and product expertise.Responsibilities:Support a best-in-class level of customer service through extensive product knowledgeEnsure that an excellent customer experience is given to every customerBe the first point of contact for any customer issues and complaints in an omni-channel setting, ensuring a resolution takes place in a timely manner through email, chat, phone, and social media communicationsAssist customers on all inquiries which will involve product inquiries, returns, delivery, payments, placing orders, sourcing product, etc.Meet KPI's which will include sales, quality, productivity targets, contact resolution, CSAT scores, and overall departmental goalsWork with internal colleagues to improve service, knowledge, and solve a customer's query in a timely, efficient mannerUnderstand and exemplify the rag & bone brand philosophy and lifestyleMaintain a knowledge and understanding of all Policy and ProcedureRequirements: (skills, qualifications, education, etc)1-2 years of multi-channel customer service experience, preferably in a DTC modelStrong written and verbal communication skillsSales Driven with clientele experienceExudes a proactive, customer first, approachCapability to multi-task and operate multiple platforms simultaneouslyStrong organization and follow-up skills are essentialAble to adapt to a rapidly shifting environment and a "can-do" attitude to solve any issues customersAbility to work a flexible schedule based on business needs which includes, evenings, weekends, and holidays This position is remote but must be based in the NY Metropolitan area to come into the office 1x per month. Rules we live by | Rules you live byBe a Good Human - Be original, be authentic. Stand for diversity, equitability & inclusivity.Have No Fear - Innovate, solve problemsOwn Every Decision - Work together, get resultsQuality Matters - Not only with product but we see it in our peopleMake S**t Happen -Be disciplined, be competitiveBenefits Paid Time OffClothing AllowanceGenerous Employee DiscountPaid Parental LeaveMembership to Calm and access to other wellness benefitsMedical, dental, vision and ancillary benefits401krag & bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Hourly Pay Range$21.50-$23 USD

Created: 2024-10-27