Customer Experience Specialist- Virtual

Description

Happy Returns is solving the #1 pain point of e-commerce: returns. We do this by providing a seamless system of technology, service, and logistics that gives shoppers the frictionless returns they want and retailers the low-cost and efficient service they require. Happy Returns operates a national network of Return Bar® locations staffed by friendly, well-trained Returnista® return specialists located in premier shopping centers, national and regional store networks, independent boutiques, and other convenient spots.

Position Summary

Happy Returns is experiencing rapid growth in volume as well as our Return Bar® network. Our Customer Experience Specialist will play a critical role in our continued success as they provide invaluable support across all aspect of our business – shoppers, retailers and locations.

Main responsibilities include:

• Provide timely and world-class support for phone and email contacts for our B2B and B2C customers which includes location team members, retail brand partners, and shoppers.
• Help customers by answering their questions and providing help with such topics as technical support, directions to a location, and shipping.
• Reach out to location partners to gather feedback on ongoing initiatives and follow up on exceptions highlighted in reporting
• Log all phone and email conversations by tagging the contact appropriately to ensure the information can later be used to make positive changes to our business.
• Work on small customer support projects to ensure company and department objectives are met.
• Perform all other tasks as necessary to ensure the success of the Operations team for location partners, retailers, and end customers.

Requirements

We are looking for someone with:

• An associate degree or equivalent experience in customer support
• Ability to work well in a fast-moving and rapidly evolving environment
• Exceptional interpersonal and communication skills - both written and verbal
• Great time management skills and able to efficiently navigate across tasks while maintaining high-quality standards
• Critical thinker with problem-solving skills, attention to detail and a commitment to providing exceptional Customer Experiences
• Ability to work both independently and within cross-functional teams
• Working knowledge of CRM and VOIP phone system

Benefits

Compensation for this position includes a base pay as well as a comprehensive benefits package that includes medical, dental, vision and paid vacation. We are looking for someone who loves a challenge and wants to participate in the upside opportunity of this large underserved market. The offered shifts for someone in this position are listed below.

• Shift 1: Tues - Sat 7 am - 4 pm PST
• Shift 2: Tues - Sat 10 am - 7 pm PST

We believe we work more productively and our jobs are more enjoyable when our team includes members with a diversity of backgrounds and life experiences. We take all reasonable steps to seek out candidates with diverse experience and ensure our work environment is welcoming and respectful for everyone on our team.

EEO Statement

Integrated into our shared values is Happy Returns’ commitment to diversity. Happy Returns is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at Happy Returns has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third-Party Agencies

To all recruitment agencies: Happy Returns only accepts resumes from agencies on the Happy Returns or UPS preferred supplier list. Happy Returns is not responsible for any fees or charges associated with unsolicited resumes.

Covid-19 Policy

As part of Happy Return’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.