Customer Experience Representative | Poppy & Peonies

Overview

Bloom is a full-service workplace design consultancy representing a Bloom Partner on their search for a Customer Experience Representative to join their team. As Talent Advisors, we will be the liaison between our Bloom Partner and yourself during this recruitment process. We do not use fancy tech to search through resumes at Bloom; every resume is reviewed by a human to ensure that we attain a consistent and equitable interview process.

You will directly join our client’s team if you are selected as the successful candidate. We look forward to seeing your application!

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Hi, I’m Stephanie. I’m the Operations Manager at Poppy & Peonies, a fun and energetic brand that believes styles and function should co-exist. We’re passionate about creating practical pieces that help make life a little easier and lighten the load, literally.

My time here at Poppy & Peonies has been a wild adventure. I started off 6 years ago filling orders in our small office, and now I manage an incredible team who has helped us expand into new product categories and collaborate with some exciting influencers and brands.

We believe in our responsibility to care for our environment and we are passionate about preserving the health and welfare of our planet, and the animals that live on it. All of our bags are made from high-quality vegan leather, and our entire product line is vegan, cruelty-free, and PETA-approved. We ship our products plastic-free and we use a combination of recycled, compostable, and biodegradable materials to mitigate shipping waste, and we are constantly looking for new ways to make our products and supply chain more sustainable to reduce our carbon footprint.

About the Role

We are looking for our second Customer Experience Representative to join our growing team.

As our Customer Experience Representative, you will be the first point of contact for our Poppy & Peonies customers, ensuring they have a positive and memorable experience with our brand. You will be responsible for answering inquiries, resolving issues, and providing support through various channels, from our emails to our live chat platform. This role is crucial in maintaining the high standards of customer service that we strive for.

• Serving as customers' primary point of contact, ensuring all interactions are handled with care and professionalism.
• Responding to all customer inquiries via live chat (Todio), email, and other communication channels.
• Providing accurate information about our products, policies, and services.
• Addressing customer concerns, resolving issues, and ensuring that our customers feel satisfied and valued.
• Troubleshoot our customers' orders via Shopify, Click Ship, and Loop.
• Collaborating closely with internal team members to ensure consistency and to address any escalated issues or special requests.
• Sharing insights and feedback with the internal team to continuously improve our customer experience.

• You have experience in a customer service or customer facing role within a DTC or e-commerce customer service environment.
• You have strong communication skills and can resolve or de-escalate challenging customer issues.
• You have familiarity with live chat platforms and customer service software. We use Tidio (live chat) for our live chat.
• You have familiarity with ecommerce tools such as Shopify, Click Ship, and Loop.
• You’re a collaborative team player who can brainstorm with others.
• You’re flexible and can adapt to changing priorities on the go.
• You have a natural ability to remain patient, positive, and professional in all customer interactions.

Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you!

• Phone screen with Erica, Talent Advisor from Bloom
• Video Interview with Stephanie, VP Operations
• Take home assignment
• Final video interview with Stephanie & Zeveren, Customer Experience Representative
• Reference checks
• Offer

• We are looking for someone located in the Eastern Time Zone to join our…