Club Specialist

Responsible for assisting the Club Manager primarily through emails, inbox management, and customer service.

This is an exciting opportunity for an enthusiastic, hardworking, creative person to work on the Sophie James team. This role is a full-time customer service position and will require prior experience in a customer service role.

You must be a good listener, patient, and optimistic for this role. This role also requires a high level of collaboration, technical skills, multi-tasking, organization, and cross-disciplinary skills. This role is ideal for somebody who is motivated, a self-starter, and interested in working in a fast-paced and start-up-type environment. As Sophie James is a tiny team, this role will require wearing many hats, all with a smile on. Aside from just customer service responsibilities, those many hats include helping Sophie with internal organization and replying to other types of emails.

You will report directly to the Club Manager but may receive projects & tasks from anyone on the team. Weekly one-on-ones with the Club Manager will be scheduled to maintain open communication on all projects and happenings within Sophie James.

Primary Responsibilities:

• Assist Club Manager with Zendesk tickets & Direct Messages on social media
• Help manage Zendesk Tickets for Club & Orders
• Triage inbound tickets
• Manage all eCommerce member account changes
• Assist with handling customer phone calls
• Assist with updating member information
• Assist with updating declined credit cards
• Keeping sales & orders organized in spreadsheets
• Assisting members with shipments & FedEx tracking
• Collaborate with the Club Manager to develop and implement streamlined operational systems for improved efficiency

Secondary Responsibilities:

• Export shipping reports from eCommerce platform
• Uploading tracking information into eCommerce platform
• Sending re-ship requests to fulfillment center
• Track damaged orders & process new shipments
• Assist with placing orders when necessary

Requirements:

• Experience working in a customer service position
• Experience working in a small business environment (bonus, not required)
• The ability to maintain a positive, empathetic, and professional attitude toward customers at all times
• Exceptional communication & problem-solving skills
• Well-organized and detail-oriented
• Willingness to take on new tasks and projects
• Well-versed in programs such as Office, Excel, Gmail, Google Sheets, Google docs
• Experience working in Wine Direct and Zendesk, a plus
• Ability to learn new programs quickly
• Not afraid to ask questions and take direction
• Available to work weekly, Monday through Friday, 9:00 a.m. - 5:00 p.m. PST
• Proficient in fast and accurate typing skills

Job Details:

• Full-time, Monday - Friday, 9:00 am - 5:00 pm PST
• Fully Remote
• Independent Contractor
• April 15, 2024 start date

Job Type: Full-time

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work Location: Remote