Customer Service Representative – Social Channel

Title: Customer Service Representative – Lume Deodorant, Social Channel

Location: Remote

Required Qualifications

• 1+ year e-commerce customer service experience
• High school diploma or equivalent (college degree or some college preferred)
• Advanced experience with Helpdesk and POS systems (Gorgias, Shopify, Agorapulse, & ReCharge or equivalent)
• Advanced Social Media experience (Facebook, Instagram, TikTok, YouTube, & Twitter)
• Advanced computer skills (Google Workspace, Microsoft 365, etc.)
• Outstanding communication, both written and verbal
• Ability to prioritize workload and meet deadlines in a dynamic environment
• Ability to establish and maintain effective working relationships with team members from multiple teams/departments
• Ability to work a flexible schedule to include days,*nights & weekends + able to attend some video meetings that generally take place M-F within the company hours between 8am – 5pm central
  *Weekend & evening shift availability is required

Preferred Qualifications

• Eagerness to learn, grow, and develop your professional skills
• Ability to receive & implement direct, honest, and supportive feedback
• Proactive, self-starting attitude; ability to identify problems and be driven to help find solutions
• Ability to work both independently & as part of a cohesive team
• Empathetic; ability to put yourself in the customer’s shoes and understand their needs

Primary Responsibilities

• Deliver a personalized and effortless experience via multiple channels while meeting quality and productivity goals
• Thrive in a fast-paced environment tackling a large array of issues while creating an instant rapport with our customers
• Retain deep knowledge of Lume’s products and mission with the ability to communicate features & benefits (product education) and foster brand loyalty
• Deliver above-and-beyond customer service by communicating professionally, efficiently, & empathetically. Ability to execute the appropriate policies & procedures that best serve both the company and the customer
• Notice trends and customer pain points and share those with the broader CS team to make sure we deliver the best experience possible
• Coordinate with Senior CSRs, Team Leads, & CS Management to channel customer feedback to all areas of the business such as web development, marketing, design, and product teams
• Contribute to a dynamic & positive team culture

The Team

The Customer Service Team serves as a direct bridge between the Lume brand and our customers. We strive to create an effortless experience for everyone who reaches out to our team, and we serve as an advocate for our customers in an effort to listen to their input and drive changes to the overall Lume experience. We bring the voice of Lume to our customers and the voice of our customers to the broader Lume team.

The Role

You will be responsible for ensuring that all of our customers have a best-in-class quality customer experience across multiple channels. You will act as a subject matter expert who can both problem-solve and connect with customers on a human level. You will be part of an empathetic, diverse, and supportive team, where your front-line work is directly connected to the growth and success of Lume.

This role requires the ability to work both independently and within a team. You need to will remain focused in a distraction-free, quiet environment while working. Due to the remote environment we work in, we expect team members to be available to check in periodically with teammates, team leads & managers (via Slack huddle, chat & video conferencing). You’ll attend training/skill workshops as needed or required. In some cases, CSRs may be asked to work different hours based on the needs of the company/volume (weekends, evenings, and overtime). Prior experience with our specific tools (Shopify, Gorgias, ReCharge, Agorapulse) is highly preferred.

Because this role communicates directly and publicly with customers on behalf of Lume, this role (All CS roles) will periodically receive constructive feedback around messaging & processes, since they are always changing and improving to support the needs of the business. The goal is to give you the confidence, tools, and support you need to succeed in this role!

This role can be done remotely, however there may be location constraints based on where Harry’s is registered and able to employ individuals. Please work with your recruiter and your hiring manager to understand any location constraints. We are authorized and able to employ individuals in many, but not all states. If you are not located in or able to work from a state where we are registered or able to employ individuals, you will not be eligible for employment. Please speak with your recruiter to learn more.

#BI-Remote #LI-Remote

#LI-CT1

We can’t quantify all of the intangible things we think you’ll love about working at Harry’s, like the exciting challenges we tackle, the smart and humble team you’ll get to work with, and our supportive and inclusive culture. That said, our salary ranges are based on paying competitively for our size and industry, and are one part of our total rewards package, which also includes a comprehensive set of benefits and our equity program. The base salary hiring range for this position is $17/hour, but the final compensation offer will ultimately be based on the candidate’s location, skill level and experience.