CUSTOMER EXPERIENCE MANAGER

December 03, 2021

SEARCHING FOR AN EXPERIENCED AND PASSIONATE CUSTOMER SERVICE MANAGER.

We are growing our team and couldn’t be more excited to invite a new dress obsessed friend into our Ivy Family!! Do you believe in fast-growing small businesses? Do you like to work with a small but close-knit team? Do you like to bring positive energy to the party? If these apply to you, keep reading.

Customer Service Associate

FULL TIME // Salary dependent upon experience
*this is an in-office role only

We are on the hunt for a well seasoned leader who has a solid resume and passion for customer service to join our team in Sandy, Utah! Our customers mean everything to us here at Ivy --- each and every interaction made with them is crucial to our brand vision and success. Experience working at a retail/ecommerce business is preferred but a desire to hustle and be a positive force in the Ivy Fam is a must!

The Specifics

  • Lead and continue to build our Customer Service Department of remote and in-house stafff with confidence and a love for helping others succeed
  • Learn the ins and outs of our Customer Experience procedures and bring your own expertise to the table
  • Successfully integrate phone support and improve our email and chat support experiences
  • Train new hires and always lead existing teammates by example
  • Answer escalated incoming customer service emails, chats and phone calls.
  • Uphold a 4.5 star or higher rating from customer interactions with support tickets
  • Get to know the product like the back of your hand
  • Keep track of recurring pain points or wins for customers and communicate to management
  • Monitor and insure daily responses occur for incoming product reviews, product page questions and SMS responses
  • Keep FAQ updated on the site
  • Attend manager meetings, contributing to the overall success of Ivy City Co.
  • Participate in prep and on-ground work for occasional events and/or warehouse sales
  • Be willing to step in and help with other miscellaneous tasks that could come up (this is a small business, we all wear many hats!)

Qualifications

  • Completed Bachelors Degree in Communications or another relevant major
  • Past experience working in customer service and team management
  • Experience with Shopify and Gorgias are preferred
  • Able to work on-ground at our warehouse in Sandy UT most of the time (some remote opportunity if the right match)
  • Motivated and capable of meeting deadlines
  • Positive attitude and works well in a team setting
  • Strong interpersonal, written, and verbal communication skills
  • Takes feedback and instruction well
  • Basic computer skills and ability to learn new softwares

xo

HOW TO APPLY:

      Email madeline@ivycityco.com  with the following information ---

      1. a copy of your resume

      2. Please include Social Media Coordinator in your email subject line.