Customer Service Representative

James Michelle is looking for enthusiastic, highly motivated, solution-oriented thinkers who are passionate about creating an exceptional customer experience online. This position plays a crucial part in the overall customer experience of a fast-growing, beloved, DTC, digitally-native jewelry brand. If you love people, you love great service (getting it and providing it) then you are probably a perfect fit for what we are looking for..!

About James Michelle

When exposed to an artist’s work, it’s sometimes assumed the pieces were made easily. But anyone that has created beauty knows this is rarely true. Our most authentic expressions arise from our trials, and James Michelle is no exception. James Michelle Jewelry was born from ashes: the mother of a newborn, a marriage in disarray, the loss of both parents, homelessness, and a brand-new diagnosis: Lyme disease. Jamie (aka James) worked tirelessly through her disease. On her bad days, she would sketch and research. On her good days, she would create with everything she had. She found that through hand stamping and forging metal; her imagination traveled to places close to her heart like the ocean and mountains. With each design, she envisioned her muse. A girl who danced with the waves hiked to watch the sunset and looked to the stars and moon for answers.

If this sounds like the brand and role you’ve been waiting for, we’d love to hear from you.

Requirements

Serve as the “voice” for James Michelle Jewelry, delivering excellent customer service experience via phone, email, live chat and text.

• Provide timely and thorough resolution to customer inquiries (common inquiries include: returns, cancellations, exchanges, tracking and status updates, product recommendations, etc.)
• Maintain expert-status on knowledge of the products/features
• Problem solve under pressure to ensure our customers feel loved and taken care of
• Collaborate cross-functionally to identify opportunities to improve process and differentiate through outstanding service
• Navigate the website and ordering platform to resolve issues and assist with questions or custom orders
• Understand and effectively communicate JM policies to help you efficiently assist the customers
• Process returns, and exchanges
• Communicate with management to escalate problems and recommend resolutions
• Support different areas within the shop

Qualifications

A demonstrated passion for providing exceptional customer service

1-2 years of customer service for an ecommerce retailer or brand

Very comfortable with technology and systems

Experience with customer support systems (i.e. Zendesk, Gorgias, Intercom); Familiarity with Shopify a major plus

Comfortable working across multiple communication channels; email, live chat, and on the phone

Exceptional oral and written communication skills

Comfortable in a team environment where success is dependent on cross-company collaboration and constructive communication

Highly detailed and solution-oriented

Self-reliant and adaptable based on customer and business needs

Willing to be flexible during peak holiday periods

Strong proficiency with Google Suite or Microsoft Office