Virtual Customer Experience Agent - Based in Utah

Jetblack

customer support member services customer facing agent

Posted 4 months ago

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Everyday will be different! You will provide value to our members by saving them time and money throughout a variety of different life events. You could be helping them find the perfect birthday or wedding gift for a family member or friend or simply reorder their diapers for their son or daughter. Most important is to create a world class member experience that can only be found on Jetblack!

Three important things to consider: 1. Do you have your own laptop and high speed internet? 2. Are you located in Utah and able to drive to STL daily for 2 weeks of training? 3. Are you available to work a full time job, preferably night shift (12:30-9pm MST)

Responsibilities

Deliver 100% member satisfaction โ€˜Wowโ€™ every member acting as the voice of our โ€˜botโ€™ with personalized recommendations, curated products, and high-touch service via primarily text communications Demonstrate and build our brand as a celebrated, best-in-class member service organization Respond promptly and accurately to member inquiries and requests Troubleshoot any member facing issue related to product or processes and provide feedback to the internal teams who can help fix it You will communicate virtually and use tools to do your job from email, agent portal, and Slack Execute procurement activities across all categories, including source identification and order placement Interact with vendors, logistics providers, and couriers to communicate accurate delivery details and improve service guidance Collaborate with our Logistics team to strive for perfection in order execution and on-time fulfillment Work with other functions and our product team to encode your knowledge about each customer, their needs, and the work you are doing to โ€˜teachโ€™ our machines to be more efficient for automation and quality assurance Extract sentiments and preferences from customer conversations and requests Enrich product data with relevant tags Report to a Team Lead who is responsible for the performance, coaching, and engagement of their team.

Requirements

Bachelor's Degree or equivalent is preferred Experience working in a customer service role, or customer facing role is preferred Comfort with learning and adapting to new technology Comfort with working from a secure home office and being managed by a Virtual Team Leader Excellent written and verbal communication skills, fluent in English Passion for customer service Resourcefulness and the ability to operate independently with minimal oversight Excellent organizational skills, attention to detail, and accuracy Resilient; ability to quickly bounce back from setbacks with positivity and focus on the end goal A high speed internet connection provided at your own expense is required. Minimum internet speed requirement is 15 Mbps. You are required to have access to your own laptop. We are recruiting for the 12:30pm-9:00pm shift as our current priority. Additional shifts may become available based on members demand but are not guaranteed. Applicants should be available/interested in working evening shifts. Employment eligibility to work with Jetblack in the U.S. is required as the company will not pursue visa sponsorship for these positions

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