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    Customer Experience Manager - New York, United States - STONE AND STRAND

    STONE AND STRAND
    STONE AND STRAND New York, United States

    2 weeks ago

    Default job background
    Part time
    Description

    About the Company

    STONE AND STRAND is a vibrant woman-owned fine jewelry brand based in New York City, dedicated to providing exquisite, ethically sourced handcrafted pieces.

    Founded in 2012 with the mission to challenge traditional high-end jewelry standards, we are committed to delivering exceptional quality and customer experience, offering accessible indulgence through our designs.

    Our enthusiastic team is passionate about fine jewelry, craftsmanship, and maintaining a strong team culture that leads to outstanding results and premium customer service.

    Job Title: Part-Time Customer Experience Manager

    STONE AND STRAND is seeking a stellar PT CX Manager to oversee all post-sale interactions with customers, from emails to phone calls, handling orders, repairs, returns, and exchanges, ensuring top-notch customer satisfaction.

    This dynamic role plays a pivotal part in our commitment to providing exceptional customer experiences in a fast-paced environment. The ideal candidate should be highly motivated, exceptionally organized, detail-oriented, and deeply dedicated to delivering outstanding service. The position requires in-person presence, with duties split between the office and the store to support retail operations when necessary.

    Key Responsibilities:

    • Champion customer happiness within the company
    • Respond promptly to emails, CX tickets, reviews, and social media messages
    • Handle incoming customer calls
    • Manage repairs, returns, and exchanges
    • Comprehend post-sale operations and company protocols
    • Utilize customer feedback effectively
    • Process claims for lost items
    • Provide in-store support at the boutique
    • Collaborate with team members to resolve customer issues efficiently
    • Showcase professionalism and eloquence in customer interactions

    Requirements:

    • In-person role requiring commute to midtown office

    Qualifications & Skills:

    • 2-3 years of retail or customer service experience
    • Knowledge of jewelry is a bonus
    • Proficiency in Excel, Zendesk, Google Drive, AfterShip, and Shopify is advantageous
    • Associate's Degree with strong GPA
    • Energetic, fast-paced, and detail-oriented
    • Highly organized with excellent time management
    • Enthusiastic about supporting people
    • Accountable and willing to take ownership of tasks
    • Strong written and verbal communication
    • Skilled in administrative duties
    • Experience in CX operational processes

    Schedule:

    • 20-25 hours per week
    • Availability on specific days, including weekends

    Compensation & Benefits:

    • $26 - $34/hour based on experience
    • Employee discount
    • PTO & Sick time accrual
    • Commuter benefits
    • 401(k) matching
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