Customer Experience Executive
Floom, United States
Job Description
We’re Floom and we’re on a mission to completely transform the way florists run their business for the better. Using simple technology alongside daily guidance and support, we want to empower florists with anything and everything they need to run things efficiently and effectively, so they can focus on being creative.
Floom is looking for empathetic problem solvers with a proactive attitude to join our team as a Customer Experience Executive. As a part time, freelance member of our CS team you’ll be working closely with our Customer Experience Team Lead as the first point of contact in offering best in class service to our customers and florist community across multiple channels.
The role is diverse and no two days will be the same - from ensuring our marketplace orders are delivered to our customers on time to troubleshooting florist queries with our dashboard, FloomX - you’ll be a hub of knowledge for all things Floom! You’ll also collaborate cross-functionally with the Floom team to proactively anticipate and meet our customers’ needs.
What you’ll be doing:
- Independently working across phones, email and live chat to resolve customer issues
- Be a trusted advisor to our florist community, helping our florists to manage their orders effectively
- Embody the Floom values and tone of voice in every interaction
- Creatively problem solving, going above and beyond to create customer excitement and loyalty
- Champion the voice of our customers in cross-departmental projects, generating insight for potential improvements to our product and processes
- Identify trends in contacts and suggest short and long term solutions
- Take on specific high-impact and cross-functional projects, as scoped with your manager
- We’re open 7 days a week so some weekend work will be required
Applications close Friday 9th April
Successful candidates will be required to complete a case study and a phone interview.
Requirements
The person:
- Demonstrable experience in customer service (B2B, B2C or both)
- Experience with a CRM software (Zendesk preferred)
- Excellent written and verbal communication skills
- Effective communicator who can flex their approach to diffuse escalated situations and positively influence our customer’s experience
- You are solution oriented, know how to read people, and can think creatively to achieve win-win outcomes
- You are comfortable with technology and learning new software relevant to your role
- You have a ‘no task too small’ attitude and are full of energy, grit and sincerity
- You have a strong interest in ecommerce and support Floom’s mission to be a lifelong brand for florists and customers alike
- You love customers and are passionate about delivering exceptional customer service to the Floom community
- You are comfortable working remotely and liaising with a team in the UK and abroad
Benefits
- Hourly rate $15 p/h
- Remote first; please feel free to apply if you are based outside of TX
- Staff discounts on Floom.com
- Career progression
- Flexible working