Full-Time Customer Experience Assocaite
Job Description
Who We Are
Vacation Inc. is a next-generation sunscreen line which launched in Spring of 2021. We make sunscreens that take leisure as seriously as they do protection. Our company represents the balance between playful branding, obsessive customer service, and laser-focused attention to detail. We are a creativity-obsessed, action-oriented organization, that is motivated by a shared mission to make suncare fun. Our sales efforts have started strong with a loyal and growing customer base online and retail presence in influential boutiques, hotels, and resorts nationwide.
What We Value
Vacation Inc. employees have a deep hunger and eagerness to go above and beyond in everything they do. They love to leave their mark in contributing to the company’s growth and, maybe most importantly, they are humble when they do so. No job is too small, and they see every task they do as an opportunity to make a meaningful contribution to the company’s overall success. Attention to detail, organization, proactivity, accountability, humility, and a sense of humor are cardinal virtues for a Vacation Inc. employee.
Vacation Inc. is looking for a CX Associate to join our team and lead with this same understanding. Interested? Keep reading…
What You’ll Do
As Vacation’s CX Associate, you’ll own our Virtual Help Desk – talking to customers, soliciting their feedback, righting any wrongs, and finding ways to improve their experience every step of the way. When you’re not busy making friends with our customers, you’ll be working to make sure our operations run smoothly – monitoring inventory, ensuring orders are delivered in a timely manner, and various other tasks related to assisting the founders in a new and growing business. This position reports directly to the Chief of Staff.
This is an exciting opportunity for someone who is friendly, customer-centric, self-motivated, reliable, and extremely organized. And friendly. And fun.
Some Specifics
Execute…
- Daily, weekly, and monthly punch lists: complete and submit to your manager on a daily basis. Balance this highly structured workflow with the highly unpredictable needs that “walk in the door” and need your attention right away. Put out fires in the moment when things go wrong.
- Weekly reports that analyze patterns and themes from our customer base; know which trends are appropriate to escalate and share, and which should be actioned independently.
- Daily workflows to monitor orders and inventory leveraging various SAS tools, including but not limited to: fulfillment, returns, exchanges, inventory and processing reports.
Collaborate…
- With customers, offering a high level of follow-up, availability, and responsiveness.
- With stakeholders to escalate issues when appropriate, and ensure resolution is attained promptly
- With the product department to acquire a deep knowledge around all products- so that customer questions are answered with the highest level of accuracy.
- With the sales and fulfillment department to prepare, ship, and receive packages on a daily basis (including samples and gift boxes to friends of Vacation).
Contribute…
- Exceptional attention to detail with the ability to independently and effectively prioritize with a sense of urgency.
- Within a team dynamic; you have a “no task too small” mentality.
- Utilize a variety of computer systems to provide top-tier customer service (ex. manage the general inbox and social media accounts to address inquiries/complaints/issues and provide resolution, track/resolve customer complaints).
- Resolve customer complaints with the highest level of hospitality and professionalism, accommodating special requests whenever possible and using creativity and charisma to overcome customer objections and concerns, ensuring a positive experience and resolution.
Responsibility breakdown: 50% Customer Service, 30% Operations, 20% Pool House Management
Who You Are
You are an exceptionally clear and friendly communicator, with a true passion for providing top tier customer support and attention. You can let things roll off your back and you tend to find the humor in things. With that said, you can also distinguish between scenarios that benefit from humor and wit, those that require deep compassion, and those that require a clinical observance of facts (ie when fielding questions that touch medical topics).. Your exceptional communication extends to your writing–it’s warm, clear, and effective.
You are proactive, and have a results oriented attitude with a bias for action and very little need for direction–you thrive on an attention to detail. Your knack for extreme organization and your ability to build and follow detail-oriented processes and systems allow you to learn quickly, and give you the ability to handle multiple tasks simultaneously, maintain focus, and adapt to a variety of challenges. You have the self-awareness to acknowledge and own when things do fall through the cracks. You use sunscreen. You have a sense of humor.
Physical requirements for this job include the ability to stand, sit, or walk for an extended period of time and move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance.
You Can Also Have or Can Demonstrate…
- 1-4 years of professional experience (seasonal and part-time work included).
- experience with Shopify (not required, but a significant plus).
- fluency in Google Drive and Microsoft Word with otherwise strong computer skills–the ability to teach yourself and others new software programs.
- past experience working at a hotel/frontdesk/within the hospitality industry.
- experience using customer management tools (we use Gorgias).
Vacation Inc. recognizes that diverse teams make the strongest teams. Candidates from traditionally underrepresented groups in the startup world are highly encouraged to apply.
How to Apply
All applicants should use this link to apply. Resumes shared via email will not be considered.590 total views, 0 today