Job details
Job type full-time
Full job description
Who we are:
Lot18, a company within the gramercy labs family, is seeking full-time hire customer experience representativeWe are a growing team dedicated to ensuring great customer service for our members and are seeking a qualified candidate to further this missionLot18 runs the new york times, williams-sonoma, my wine aunt, and tasting room wine clubs.
Location:
The role is based in midtown manhattan, but due to covid-19, all lot18 employees are working remotely and will be through the foreseeable future.
About the position:
Lot18 is looking for an efficient, loyal and highly-motivated candidate to assist customers across all clubsWe have exciting business developments underway and are constantly seeking to improve and scale our company and business modelAn ideal candidate is eager to support these developments as they come.
What you’ll do:
Respond in real time to incoming customer contact requests through live chat and email in a kind, thorough and efficient manner;
Retain and satisfy customers using standard or custom value propositions based on situational context;
Maintain internal data sheets with customer and order information;
Report website and consumer trends based on daily customer interactions;
Communicate technical and product issues or trends with the developer, warehouse, curation and other relative teams when noted through incoming customer inquiries;
Collaborate and take the lead on projects and tasks regarding customer experience;
Present new ideas regarding customer experience, acquisition, marketing, loyalty programs, business development and more based on customer interactions and feedback.
What you should have:
At least one year of customer service or related sales experience;
Experience working under pressure in a high-volume, customer-focused environment, consistently meeting standards for productivity and quality;
Crm, data management, analytical, and reporting skills;
Experience within the wine industry and wine-specific customer service is a plus;
Strong professional written and oral communication skills;
Team player, who can work both independently and as part of a team;
Highly organized and detail oriented, able to problem solve and multitask in a fast paced environment;
Demonstrates timely, accurate and professional customer service, escalating customer issues when necessary
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Job type: full-time
Work location: multiple locations
