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E-Commerce Customer Service Associate

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Catbird, a fine jewelry company, is currently looking for full-time Customer Service Associates in our E-commerce Department. This role is fully remote and eligible for candidates based in CA only.

SCHEDULE: 9:30am-6:30pm PST

About Catbird

In our 20 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.

The key to our success is remaining true to our values:

-We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity

-We believe in making and selling things people will want to keep forever and will bring continuous joy.

-We believe in doing everything we can ourselves.

-We believe in always thinking of the long game and not focusing on a quick profit.

-We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow.

-We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty.

Key Responsibilities

Provide exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window
Navigate multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status’ and product details
Learn the Catbird ‘voice’ and customer service culture to support a long term customer relationships
Strong command of multiple communication styles: social media, chat, and email, ability to navigate and switch between coverage assignments as needed
Provide styling and jewelry care advice to customers with a strong knowledge of Catbird products
Brainstorm ways to create out-of-this-world customer experiences with your manager and team members
Help cultivate a warm and inviting culture in order to assist our customers; clearly communicate policy and offer friendly assistance in all customer interactions
Display a command of product knowledge, procedure and policy to resolve any and all customer questions
Communicate daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
Ability to think clearly and provide issue resolutions to customer concerns in the kindest and most efficient way possible

Our Ideal Candidate

1+ year(s) of experience in E-commerce Customer Service
Maintains a positive attitude with an all-hands-on-deck team mentality
Ability to work in a fast paced environment with flexibility in various areas of coverage
Problem solving mastermind
Computer savvy
Empathetic, genuine, honest, encouraging and kind
Experience with jewelry or luxury brands is a plus
Experience using Kustomer is a plus
Located in Los Angeles/San Francisco a plus; opportunity to hybrid train our SF/LA area stores

$21 - $23 an hour

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Average salary estimate

$45760 / YEARLY (est.)

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max

$43680K

$47840K

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What You Should Know About E-Commerce Customer Service Associate, Catbird

Are you passionate about providing exceptional customer service and looking to make a difference in the world of fine jewelry? Catbird, an iconic jewelry brand known for its dedication to quality and ethical practices, is seeking a full-time E-Commerce Customer Service Associate to join our dynamic team. This fully remote role is perfect for anyone based in California, allowing you to work from the comfort of your home while delivering outstanding support to our valued customers. In this position, you will be the voice of Catbird, engaging with customers via email, live chat, and social media to assist them with orders and inquiries within a 24-hour timeframe. Your role will involve navigating multiple order management systems and sharing your knowledge of our exquisite jewelry to foster lasting customer relationships. You will embody the essence of Catbird's 'voice' and play a vital role in creating unique customer experiences by providing personalized styling advice and care tips. Your creativity will shine as you collaborate with your team to brainstorm ways to elevate our customer interactions, ensuring every communication is warm, inviting, and respectful. If you have at least a year of e-commerce customer service experience, a fast-paced mindset, and a genuine passion for helping others, we want to hear from you! Working at Catbird means joining a company that values kindness, diversity, and quality—let's create timeless joys together!

Frequently Asked Questions (FAQs) for E-Commerce Customer Service Associate Role at Catbird

What are the key responsibilities of the E-Commerce Customer Service Associate at Catbird?

As an E-Commerce Customer Service Associate at Catbird, you will provide exceptional service across various channels, including email and live chat, while maintaining a 24-hour SLA. Your responsibilities will include navigating order management systems, learning the Catbird voice, providing styling advice, and collaborating with team members to enhance customer experiences.