Customer Experience Agent

Location: Remote
Hourly: 35- 40 hrs a week
Pay: $4/hr

OVERVIEW

Western Rise is a brand for the modern traveler. Designed, developed, and tested at 8,750 ft in Telluride, Colorado we create the next generation of premium performance clothing for wherever the road takes you. Our goal is to elevate life so they can carry less and experience more. We take pride in delivering top-notch products to our customers and ensuring their satisfaction through outstanding customer experience.


JOB DESCRIPTION

As a Customer Experience Agent at Western Rise, you will be on the front lines of our customer service team, ensuring that our customers receive a seamless and enjoyable shopping experience. This role requires a deep commitment to customer satisfaction, excellent communication skills, and the ability to thrive in a remote work environment. You will report to the Team Lead and work closely with your colleagues to uphold our brand's reputation.


RESPONSIBILITIES

Customer Support:
Respond to customer inquiries via email, chat, and phone, providing accurate information and assistance.
Address customer concerns, resolve issues, and process returns or exchanges as needed.
Ensure that each interaction with customers reflects our brand values of excellence and professionalism.
Product Knowledge:
Develop a strong understanding of our products, including sizing, materials, and style, to assist customers effectively.
Stay up-to-date with product updates, promotions, and inventory to provide accurate information to customers.
Problem-Solving:
Use critical thinking and creative problem-solving skills to handle unique customer situations and ensure customer satisfaction.
Collaborate with colleagues and Team Lead to find solutions to complex issues.
Documentation:
Maintain detailed records of customer interactions, feedback, and resolutions in our customer service database.
Use data to identify trends and provide insights to improve the customer experience.
Team Collaboration:
Work collaboratively with tea ---------- mbers and the Team Lead to share knowledge, best practices, and customer insights.
Provide support to colleagues as needed to ensure the team's success.

REQUIREMENTS

High school diploma or equivalent; a bachelor's degree is a plus.
Proven experience in a customer service role
Fluent English communication skills, both written and verbal.
Availability to work US hours, as you will be supporting customers in the United States.
Strong problem-solving abilities and a customer-centric mindset.
Proficiency in customer service software and CRM systems.
Shopify
Gorgias
Ship Hero
Google Drive
Experience with Ai and large language models is a plus.
Self-motivated, detail-oriented, and able to work effectively in a remote, global team.
Exceptional organizational and time management skills.

WHAT WE OFFER

Competitive salary and performance-based bonuses.
Full-time, remote, and flexible work environment.
Opportunities for professional growth and development.
The chance to be part of a dynamic and passionate team dedicated to delivering exceptional customer experiences.


To apply, please submit your cover letter and a 1-minute video outlining your relevant experience and why you believe you are the right fit for this role.

Western Rise is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.