E-Commerce Customer Service Specialist

ECommerce · Los Angeles, California
Department ECommerce
Employment Type Full-Time
Minimum Experience Entry-level

Company Overview: 

Audrey McLoghlin, founder of Frank & Eileen & Grayson saw an opportunity to reinvent a women’s shirt, for the women of today. With her 10 years of luxury-shirting experience, engineering background, and belief in the power of a personal uniform, Audrey obsessed over the design, fit and fabrics, to completely remake the button-up for us, to fit how we live now.


Objective:

The ideal candidate will be responsible for leading an unparalleled, luxury customer experience. You will be the voice of Frank & Eileen, tasked with communicating directly with our highly educated and exceedingly loyal customer base through both verbal and written communication in a fast-paced omnichannel, startup environment.


Working Hours: Saturday - Wednesday 11am-7pm or 12pm - 8pm


Responsibilities:

  • Work hand-in-hand with current customer service team member, ensuring excellent customer relations across phone, email, SMS, and chat platforms
  • Be highly personable and hold conversations with all types of clientele, leaving them with a personalized customer service experience
  • Troubleshoot and resolve customer issues, with grace and efficiency
  • Develop a strong understanding of product line and company voice, constantly leveraging to create up-selling + cross-selling opportunities
  • Identify and grow relationships with VIP customers, with personalized service and individual outreach
  • Create on-brand packages and content on an as-needed basis
  • Maintain reporting, tracking, and systems, establishing regular KPI reporting to company for all customer service objectives
  • Represent the core values of Frank & Eileen, and act as a brand ambassador in all communications


Skills and Qualifications

  • Working knowledge of: Microsoft OS, Shopify, Full Circle (or other ERP system), Olark (or other web-based chat service) and all social media platforms
  • Ability to think outside the box and question everything, with a keen eye for detail
  • Excellent time management skills, extremely well organized and adept at prioritizing workloads under pressure
  • A high level of integrity in all that you do, in and out of work
  • Ability to collaborate and encourage collaboration among team members
  • Strong verbal and written skills
  • 2+ years of omnichannel customer service in a like-minded environment (luxury, both wholesale and DTC)


*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

 

*Frank & Eileen/Grayson is an equal opportunity employer, celebrating diversity and creating an inclusive environment for our employees and customers. We are committed to comply with all Federal, State and local laws providing EEO and all other employment laws and regulations.



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  • Location
    Los Angeles, California
  • Department
    ECommerce
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level