Customer Service Associate Job Vacancy in Avaline Los Angeles, CA – Latest Jobs in Los Angeles, CA – updated today

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Full Details :
Company Name : Avaline
Location : Los Angeles, CA
Position : Customer Service Associate

Job Description : Avaline is raising the standard of what goes into your glass, starting with wine. Today we offer a range of clean, delicious wines that are made with organic grapes and free of unwanted extras. With everything we do, we believe in putting our community first, being completely transparent, and insisting on high quality ingredients. With this mindset we’re aiming to change the way things are done in the alcohol industry, so you can pour with confidence.
As a Customer Care Associate at Avaline, you will embrace a customer-first outlook and create a memorable customer experience through exceptional, personal service. You’ll instill a commitment to go above and beyond in every customer communication, whether in email, on social, or through text message. As needed, you’ll develop processes and software solutions to streamline communications and improve both website conversion and the customer experience. You will resolve problems and prioritize amongst multiple projects. You will also partner with various categories/departments, functional leaders and operational teams to problem solve as we drive work for our customers that meets our brand guidelines and standards.

Responsibilities:

Customer Service:

Manage Avaline’s daily customer service operations
Develop and maintain a deep understanding of the brand and its products to educate, provide assistance, answer questions, and facilitate sales
Manage all customer inquiries related to order fulfillment – e.g. order management, return / refund processes, technical issues, and fraud detection
Provide a personalized and memorable experience to all customers
Resolve complaints efficiently and with empathy to avoid escalations
Help with back office work, including processing credits, investigating lost packages and issuing replacement orders
Think creatively on ways to optimize each customer’s experience and work cross-functionally to brainstorm effective solutions for existing issues
Respond to customer correspondence in a timely manner, involving key team members and departments as necessary
Maintain brand voice and a positive, friendly demeanor in all customer communications
Work closely cross functionally to ensure end-to-end customer experience is optimized

Technical Expertise and Reporting

Work with fulfillment partners on SKU creation, order issues, and inventory transfers
Work alongside Compliance team to help maintain compliance & licensing database
Help to drive highest conversion rates possible by providing qualitative customer feedback regarding obstacles to purchase
Make suggestions and updates to front-end FAQ, cart flows, and communications to enhance customer experience
Track, analyze, and report on customer satisfaction and feedback trends, making recommendations for improvements
Report on core Customer Care KPIs

Qualifications:

Experience successfully managing customer support for an ecommerce business; wine industry experience preferred
Strong written and verbal communication, including grammar, spelling, and proofreading skills
Effective time management and prioritization
Critical attention to detail and accuracy
Capacity to work independently in a fast-paced environment
Proven ability to work well under pressure and maintain composure during difficult customer interactions
Willingness to “get hands dirty” while being an effective team player
Experience working in Shopify or another ecommerce platform and CRM tracking software

We offer full healthcare benefits, unlimited vacation, paid holidays, paid parental leave and equity in addition to competitive salaries.

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Post Tags : , Los Angeles, CA, jobs in Los Angeles, CA, Customer Service Associate jobs in Los Angeles, CA

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