Note: The job is a remote job and is open to candidates in USA. Lola Blankets is a fast-growing comfort and lifestyle brand on a mission to make the world a cozier place. They are seeking a Customer Experience Representative to provide exceptional support to customers primarily via phone, handling inquiries with empathy and efficiency. The role involves troubleshooting issues, processing order changes, and contributing to a positive team environment.
Responsibilities
- Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available
- Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions
- Process order changes, refunds, replacements, and other account adjustments using internal systems
- Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more
- Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager
- Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support
- Contribute to a positive team environment by sharing insights and feedback to improve customer experience
Skills
- Outstanding verbal and written communication skills with a customer-first mindset
- Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.)
- High empathy
- Highly organized and detail-oriented
- Eagerness to learn
- Ability to take constructive feedback
- Previous phone support experience is preferred
Benefits
- 40 hours/week
- Fully remote (in the locations listed above) with proper internet & phone connection
- 55% off Lola Blankets for friends and family
- A real path to permanent placement for strong performers
Company Overview