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Fixed-Price - Intermediate ($$) - Est. Budget: $700 - Posted
***IMPORTANT PLEASE READ ALL*** A client of mine is looking for a polished, well-written and spoken customer support representative to assist with email, and perhaps phone, responses to customer inquiring about services. This is a luxury service in New York so fashion and lifestyle experience and/or interest is important. Please read the entire description below, and answer the questions I have asked below. If the questions are not answered your submission will be immediately rejected. Budget is $700 USD per month with some flex room for the right candidate. **************************** DESCRIPTION: Vive is looking for an energetic, empathetic, and detail-oriented Customer Experience Associate. You should be very passionate about customer service and delighting our customers to the max. Success in this role requires a dedication and a hands-on attitude to provide Vive Members and Vive Partner Salons with the highest possible level of service. You should genuinely enjoy solving tough problems, wearing many hats, and be willing to roll up your sleeves. The Customer Experience Associate will report to Vive's Sr. CX Associate. HOW YOU WILL SPEND YOUR TIME: Will serve as the front line, on-call resource for all customers via email and live chat Can quickly and thoroughly solve problems for customers any time bookings and experiences don't go 100% as planned Are open to a flexible schedule Are ready to know our salon partners and technology inside and out in order to help customers meet their particular needs Will work with our leadership team to develop initiatives that improve the customer experience Are excited to provide thoughtful, strategic insight regarding customer needs to our product, marketing and technology teams YOU ARE: Fluent in English with impeccable grammar A great writer and communicator Calm under pressure Experienced with Zendesk a plus but not required Excited about working in a fast-paced environment that requires adaptation, meeting ambitious deadlines and balancing competing priorities. Passionate about providing excellent customer service and hospitality. Empathetic, detail-oriented, patient, and organized--you love checking off items on your to-do list. A data-driven problem-solver. You enjoy collecting, analyzing and presenting findings from both customer and salon operations data sets. Able to work and manage CX Associates’ flexible and changing schedules–including early morning, daytime, evening and weekend shifts–is essential. Experienced as a team leader, supervisor or manager is a plus but not required. Genuinely passionate about Vive’s product and mission! Vive is the modern beauty concierge for the modern woman. Vive gets you a convenient, top salon appointment in just two taps. A strong work ethic, communication skills, high levels of empathy and selling skills are paramount to this role. And because we're so rapidly growing. your job will be fast-paced and constantly evolving. We want someone who is ready to take on a variety of responsibilities while simultaneously executing at a high level of tough service issues.
Skills: Live Chat Software Customer support Email Etiquette Email Handling