Customer Service Support Specialist at Grace Personalized
Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic, team-oriented environment? Join Grace Personalized, where we craft custom meaningful jewelry that celebrates love and personal connections. We believe in making high-quality jewelry accessible while embodying values of trust, integrity, creativity, and a commitment to positive change in our world. We’re expanding our team and looking for a Customer Service Support Specialist to join us on this journey.
Learn more about Grace Personalized by visiting our Instagram (@gracepersonalized) and Etsy Page (gracepersonalized.etsy.com)
Overview of the Customer Service Support Specialist Role
Reporting directly to the CEO, you’ll play a crucial role in ensuring our customers receive outstanding support across our e-commerce platforms. Starting as a part-time position focused on Etsy, with future expansion to Amazon and Shopify, this role is integral to our growth strategy. You’ll engage directly with customers, resolve inquiries, and collaborate with our team to enhance our service and product offerings. As we expand, this position offers the opportunity to evolve into a full-time role.
You Are Right For This Role If….
- You are passionate about providing exceptional customer service and believe in the importance of meaningful interactions.
- You embody trust, integrity, and accountability in your work and interactions with customers and team members.
- You are creative and enjoy brainstorming ideas to improve processes and enhance customer experiences.
- You are eager to learn and grow professionally, continuously seeking opportunities to expand your skills and knowledge.
- You approach your work with enthusiasm and a genuine commitment to making a positive impact.
- You value work-life balance and prioritize maintaining a healthy equilibrium between your professional responsibilities and personal life.
- You are detail-oriented and meticulous in ensuring accuracy and completeness in your tasks.
- You thrive in a collaborative team environment, contributing actively and supporting your colleagues.
- You are adaptable and embrace change, seeing it as an opportunity for growth and improvement.
You Are Not Right For This Role If…
- You do not prioritize customer satisfaction and do not see the value in going above and beyond to resolve customer issues.
- You struggle to work independently and require constant supervision to complete tasks effectively.
- You are resistant to feedback and find it challenging to implement suggestions for improvement.
- You prefer routine tasks and are uncomfortable with the dynamic nature of a growing and evolving business.
- You have difficulty managing multiple priorities and meeting deadlines in a fast-paced environment.
- You lack strong communication skills, both written and verbal, essential for effective customer interaction and team collaboration.
- You do not embrace new technology or find it challenging to adapt to new systems and tools.
- You prefer to work in isolation and do not enjoy actively participating in team meetings or discussions.
Responsibilities
Customer Support
- Respond to all customer inquiries on Etsy within 4-6 hours during business hours, and more complex queries within a reasonable timeframe.
- Field customer questions and concerns on company social media accounts as needed.
- Communicate directly with clients on Etsy, Amazon (upon launch), and Shopify (upon launch).
- Maintain a customer service email inbox, responding as needed.
- Address customer complaints following company policy and assist in policy improvements alongside the CEO.
Problem-Solving and Data Management
- Independently solve customer problems and provide insights into customer needs.
- Build and maintain a database of customer questions and feedback.
- Analyze customer feedback and provide actionable insights to the CEO and team to improve services and products.
- Make product recommendations based on customer inquiries and feedback.
- Track and manage customer service data in spreadsheets (for Etsy) and customer service apps (for Shopify).
- Assist in creating and updating Etsy listings based on data and feedback.
Team Collaboration
- Attend team meetings as needed and monthly feedback sessions to share insights.
- Report monthly to the CEO on customer service metrics and insights.
- Collaborate with the production team to resolve customer issues related to made-to-order products.
- Identify and communicate any confusing aspects of the product or ordering process to the production team for clarification and correction.
- Flag any customer concerns or issues that require the company's attention.
Qualifications
- Experience in customer service is required, with a preference on customer service experience in e-commerce.
- Must be able to handle difficult customers and be able to diffuse a situation professionally and respectfully.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and independent thinking.
- Ability to understand and articulate product details and customer needs.
- Proficient in data tracking and analysis, with experience using spreadsheets and customer service apps.
How To Apply
If you’ve read this far and feel excited about this opportunity, you can submit your application via Indeed. All interviews and communications will be conducted through Indeed until we are ready to extend an offer of employment which will be done directly through email to the email address you provide us.
Application Process
We are currently accepting applications through 07/11/2024. We are actively reviewing applications until July 12th and plan to begin sending initial interview invitations the week of July 15th. Our process includes up to 3 rounds of interviews aiming to conclude all interviews by the end of July, with the target offer date of 08/01/2024. We value transparency and want you to know our timeline so you can plan accordingly.
*Please note: While we are open to candidates all over the United States, we would love to find someone local to Orange County or Los Angeles, California for some in person work as needed.
Application Review
Every application is reviewed by a human. Your answers to screening questions are an important part of your application, so please take your time to provide thoughtful responses and know that you’re not being run through AI or any other similar system.
If you’re selected for an interview, you’ll hear from us on or around July 15th to set up a first interview with our HR team. If you don’t hear from us, we sincerely thank you for applying, and we’ll keep your application for future consideration.
We are a company that highly values diversity, equity, and inclusion. We encourage Black, Indigenous, Latinx, Asian, LGBTQIA+ and those who hold marginalized identities not listed to apply, even if you don't think you fit 100% of the criteria.
We Can’t Wait to Hear From You!
Job Type: Part-time
Pay: $22.00 - $25.00 per hour
Expected hours: No less than 20 per week
Benefits:
Shift:
Weekly day range:
Work setting:
People with a criminal record are encouraged to apply
Application Question(s):
- Are you local to Orange County or Los Angeles?
- Are you interested in full time work as the role grows in the next 6-12 months?
- Do you have experience working in the e-commerce industry or a related field?
- What attracts you to the role of Customer Support Specialist at Grace Personalized?
Work Location: Remote