Responsibilities
- Respond to calls, emails, and live chats from customers in accordance with our policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace
- Provide customers with support about Minted products and promotions, as well as general order information; provide assistance with processing orders and customizing designs
- Identify and escalate priority issues that need immediate attention
- Document customer interactions thoroughly and accurately in our CRM, while following departmental policies
- Use support tools & training, including our knowledge base, to respond to inquiries and ensure our customers’ satisfaction and a high-quality service experience
- Identify opportunities for improving the customer experience and share those with Customer Service leadership
- Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs
Requirements
- A Bachelor’s degree or equivalent work experience
- 1+ years of experience working with customers (preferably at a premium brand)
- Excellent written and verbal communication skills
- High attention to detail, are organized, and able to follow through
Nice to Have
- Experience with Salesforce or other CRM software
Benefits
- Medical, Dental, and Vision Benefits
- Employer Funded Health Savings Account
- 10 Paid Holidays
- Paid Time Off and Sick Leave
- Paid Parental Leave
- Monthly Gym/Wellness Reimbursement
- 401(k) retirement savings plan
- Employer Funded Commuter Benefits
- Employee Discount
- Friends and Family Discount
Additional Information
- Our operation is open 7 days per week, and candidates must be available to work evenings and weekends. The hours & schedule for the role are variable.
- We verify identity at the start of interviews to ensure fairness and security. We reserve the right to withdraw candidates who misrepresent their identity, experience, or qualifications at any stage of the process.
- We use AI-powered tools, including Brainner AI, to support our hiring and employment processes. These tools help assess job-related qualifications and improve efficiency, but all decisions involve human review.
