Customer Service Representative

Customer Service Representative

Service/Support Remote, United States 2023-855

Description

At Spoonflower (part of the Shutterfly family of brands) our mission is to inspire individuals to make, buy and sell unique products built around color and pattern. Our e-commerce website makes it possible for individuals to create, sell, and shop for unique fabrics, wallpaper, and home dcor. Spoonflower’s global marketplace connects our customers to more than 1 million designs by independent artists from around the world.

The role of the Customer Advocate is to serve our rapidly growing community of designers, sewists, and fabric lovers. Spoonflower has a special relationship with the community that uses its service. Our relationship with our customers is our most important marketing tool and we rely upon an engaged and positive relationship with the Spoonflower community in order to grow. Creating positive interactions with customers while still managing time effectively is one of the primary skills of a Customer Advocate.

Essential Position Functions

• Handling individual communications with members of the Spoonflower community via email, chat, and phone.
• Providing information about our products, services, and order status.
• Supporting customers who need assistance uploading and preparing digital images.
• Potentially supporting higher needs customers like small business owners and Pro members.
• Contributing content to our help pages, blog and elsewhere.
• Resolving issues using good judgement, sensitivity, and quick thinking.
• Providing feedback to the engineering, product, marketing and operations teams about product, promo and technology challenges

Job Requirements and Qualifications

• Ability to work within Eastern Time Zone hours
• 1 – 2 years of customer service experience answering customer service tickets.
• Experience with Zendesk and Microsoft is desired, but not necessary.
• Outstanding writing skills. Must have a solid grasp of grammatical rules, the ability to properly construct sentences and to write clearly and concisely while still communicating the entirety of the message. A writing assessment is a part of the application process.
• A positive outlook and a collegial and professional attitude.
• Ability to communicate and collaborate with customer service teams and other departments and companies within the Shutterfly family of brands.

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

The compensation package for this role is based on multiple factors, such as job level, responsibilities, location, and candidate experience. The base pay ranges included below are specific to the locations listed, and may not be applicable to other locations.

California : [$18.90-$26.80]
Connecticut, New York, and Rhode Island: [$18.90-$24.52]
Colorado and Washington: [$18.90-$22.74]
Nevada: [$17.74-$24.52]

This position may be eligible for a bonus incentive, health benefits, a 401K program, and other employee perks. More details about our company benefits can be found at https://shutterflyinc.com/benefits/