About the position
Nuuly is seeking a Customer Success Associate who will play a vital role in delivering exceptional service and creating a seamless experience for our customers. This position is primarily remote and part-time, focusing on weekend shifts from Friday to Sunday, 9 AM to 5 PM EST. The Customer Success Associate will be responsible for engaging with customers through various channels including telephone, email, and chat, ensuring that each interaction is handled with care and professionalism. The role requires a commitment to meeting or exceeding established service level agreements (SLAs) set by the Customer Success Management team. In this role, you will report directly to the Customer Success Supervisor and will be tasked with guiding new and potential customers through their shopping experience. This includes answering order questions, providing product information, and supporting the overall team in building a successful brand. The position is initially temporary, hired on an “at need” basis, with the potential for a permanent offer after three months if performance metrics are met. The ideal candidate will be an empowered team member who can exercise decision-making skills to enhance customer relationships with the brand. You will need to be empathetic to customers' needs while also understanding the business's bottom line. Collecting and sharing customer feedback with external teams will be essential to ensure that customer needs are being met effectively.
Responsibilities
- Answer any and all interactions during your scheduled shift in a friendly and relatable manner.
- Act as an empowered team member, exercising decision-making skills to enhance each customer's relationship with the brand.
- Be empathetic to customers' needs while understanding the business's bottom line.
- Collect and share feedback to external teams to ensure the needs of the customers are being met.
Requirements
- Minimum 2 years of experience in customer service or a related role.
- Demonstrate a passion for and understanding of the URBN brands, customers, and product.
- Exceptional written and verbal communication skills.
- Willing to take on additional projects and support external team members to support business and customer needs.
- On-the-spot, creative problem-solving skills that meet the needs of the customer and the business.
Nice-to-haves
- Have a finger on the pulse of relevant media and lifestyle trends, fashion, and culture.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off (PTO)
- Generous employee discounts
- Retirement savings plan
