Customer Experience Agent

JOB SUMMARY
As a member of the PUUR team, we pride ourselves on providing our customers the most honest, clean, fair, and vegan personal care products enhancing the well-being and confidence through our message of who we are and what PUUR is as a brand. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. PUUR seeks team members that are committed to the values of the PUUR Mission Statement:
Our PUUR Mission is to provide vegan, clean, healthy, and honest men’s personal care products that make you look and feel great; all without emptying men’s wallets.
The PUUR commitment:
- Never use any sulfates, parabens, SLS, SLES, MEA, DEA, TEA, toxic dyes, petrochemicals, animal by-products, phthalates, or other harsh ingredients
- Always use naturally derived, hypoallergenic, non-toxic, vegan, and biodegradable ingredients
- Always focus on men’s health, protecting the environment, and giving back
- Always have a fair price compared to our industry peers
- Always be Made in the USA


The Customer Experience Agent (CEA) is primarily responsible for representing PUUR as the public face on the frontlines working closely with PUUR customers, managing partners (MP and TK), manufacturers, and other business relationships and stakeholders to support operations and customer service efforts. The CEA is a self-reliant individual who uses their knowledge of PUUR’s mission, products, policies, and operations in order to problem solve, prioritize, and facilitate complex transactions throughout the course of their daily activities to consistently provide superior customer service. The CEA facilitates daily routine operations in the following areas of support: Virtual Helpdesk using the Crisp platform. Support would consist of instant messaging, phone/video support, and email) Responsibilities include attention to detail, creating/opening/closing tickets, following the PUUR CEA Script, taking phone calls, transcribing phone calls, answering customer and PUUR related emails, joining weekly team video/phone conference calls, referencing the PUUR knowledge base to educate about product and policies, scheduling appointments/meetings, providing feedback on customer trends, social media interactions, assisting in Amazon FBA administrative duties, other administrative duties.

The CEA is a team player who works closely with others and who is flexible in dealing with the changing priorities. S/he adheres to the PUUR Mission Statement and is considerate to the needs of our customers, business relationships, and managing partners with every encounter. A high degree of proficiency and professionalism are essential.


Key Responsibilities:

Take phone calls, instant messages, emails, from various platforms and channels from customer’s contacting customer support.
Documenting and transcribing all inquiries into the help desk software.
Opening, consolidating, and closing of service request tickets as inquiries are being picked up or resolved.
Updating and maintaining knowledge base with content given by managing partners and customers
Attending weekly cadence team meeting calls
Assisting and educating customers on the products, policies, and procedures at PUUR.
Scheduling meetings and appointments for managing partners with manufacturers and stake holders.


Assures that work environment is clean and in compliance with infection control and environmental health and safety standards.
Managing of calendar for managing partners
Uploading content to social media/blog accounts working closely with managing partners.
Assisting in other administrative duties for Amazon FBA.
Strong team player and has a dedicated work ethic, willing to learn and adapt to new tasks when asked. Comfortable building rapport with customers and stakeholders quickly and is able to work effectively with and without supervision and remain calm and friendly in all interactions.
Leads by example in the areas of professional appearance, demeanor and body language, exhibits a friendly demeanor in meetings
Updating canned responses to frequently asked questions
Updating scripts, knowledge base, FAQs
Attend biweekly 1:1 check ins with managing partners
Providing feedback on how to improve operations based on trends
Escalating urgent cases to the managing ---------- monstrates the ability to work with minimal supervision.
Assumes responsibility and accountability for own professional growth and practice. Attends assigned staff development activities.
Participates in cross training activities when necessary.
Recognizes and performs duties which need to be performed although not directly assigned.
Attends meetings or seminars to remain current.
Assist training new hires on the PUUR team
Participate in related performance improvement projects for the PUUR.
Attends required trainings.
Assists in training of new CEA teammates that come on board
Demonstrates effective use of time.
Conscientious regarding the use of PUUR resources.
Assists other teams with PUUR when necessary.
Performs other duties as assigned.

REQUIRED QUALIFICATIONS
2-3 years’ experience in a Customer’s Service position(s) troubleshooting issues
Must be able to speak and write English well
High School graduate with four years related experience; or college degree and 6 months related experience; or equivalent combination of education and experience.
Must be familiar with American culture and norms
Excellent customer service and communication/interpersonal skills, over the telephone, email instant messaging, and other virtual platforms.
Ability to deal sensitively and effectively with customers. (Type at least 30 WPM)
Pass English proficiency exam
Ability to analyze situations, prioritizes tasks, and develops solutions and make recommendations.
Excellent organizational and problem-solving skills.
Able to sit at a computer terminal with telephone headphones for an extended period of time.
Strong computer skills and internet skills, including Google programs.
Strong English writing skills to include the ability to compose, edit, and proof a wide variety of text.
Proven ability to deal with a wide variety of individuals.


PREFERRED QUALIFICATION
Demonstrated experience in direct to consumer business models selling products
Knowledge of different help desk and customer relationship software and/or programs
Ability to speak multiple different languages to support a non-English speaking population


REQUIRED LICENSES/CERTIFICATIONS

N/A