What are the responsibilities and job description for the Customer Experience Associate position at Tuckernuck?
Title: Customer Experience Associate
Location: Washington, D.C.
Salary: Competitive salary and benefits package based on qualifications; classified as full-time salaried; exempt and not eligible for overtime.
Reports to: Mary Esty, Director of Customer Experience
Travel: May require occasional travel
Position Overview
We’re looking for an exceptional associate to join our Customer Experience team. The perfect candidate is a Tuckernuck brand enthusiast who aspires to build customer relationships and deliver above-and-beyond support to ensure customer happiness. As a member of the Customer Experience team, you will be the voice of our company and brand while being the voice of our customers when issues arise. We strive to deliver an extraordinary shopping experience, whether it be helping a bride pick out gifts for her wedding party via chat or emailing with our warehouse to ensure the fastest delivery possible for a new customer. You will have to be a great listener, an even better problem solver, and kill customers with kindness and positivity that knocks their socks off!
Core Responsibilities
- Build customer relationships and deliver above-and-beyond customer support through phone, email, and live chat.
- Quickly and thoroughly solve problems for customers anytime if deliveries, transactions, and experiences don’t go 100% as planned.
- Think creatively about ways in which we can optimize each customer’s experience, present to the team, and then make it happen.
- Master our internal inventory, order, and customer relations systems in order to efficiently and effectively process orders and answer customers’ questions.
- Learn the products inside and out in order to offer style advice, “upsell” products, and to help customers find the products they need to fill their particular needs.
- Study our style guide and be well versed in styling in order to offer appropriate style advice for different events, ages and styles. Ask the customer questions to provide them with the best styling advice for their needs and style.
- Learn the ins and outs of the back-end of the website, including how to use any outside systems or plugins which may help with any customer service needs.
- Provide thoughtful, strategic insight regarding customer needs to all areas of the business such as marketing, merchandising, photography, and buying teams.
Minimum Qualifications
- 1-2 years of relevant experience.
Knowledge/Skills/Abilities
- Passion for operations and logistics.
- Exceptional writing and communication skills.
- Empathy, energy, kindness, accountability, and adaptability.
- Team player with willingness to support other departments.
- Passion for the Tuckernuck brand.
- Incredible organization skills.
- Stellar problem-solving skills
- Proactive nature. See something’s not working? Do some brainstorming and help fix it.
- Ability to thrive in a fast-paced environment.
- Eagerness to learn every single day.
- Positive attitude.
- Driven by an entrepreneurial spirit.
- Position will require being in the Washington D.C. area.
Core Values
The successful candidate will also demonstrate the following core values that inspire the Tuckernuck team to make a difference.
- Teamwork Makes the Dream Work
- Find the Fun
- Stay Authentic
- Respect
- Entrepreneurial Spirit
- Start Strong & Finish Strong
- Have Courage
Tuckernuck is an equal opportunity employer and makes employment decisions on the basis of merit. Tuckernuck policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful. Tuckernuck offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in this application or hiring process to accommodate a disability, you may request an accommodation at any time.
