Customer Experience Representative

Pair Eyewear is searching for an entry-level Customer Experience Representative to help us expand our Customer Experience team and provide our customers with responsive, thoughtful, and unparalleled service through emails, chats, and phone calls. The goal of a Customer Experience Representative is to develop meaningful relationships with our customers while developing personal growth.

What You’ll Do: 

• Provide an exceptional customer service experience with every interaction via phone, email, chat, or over social media.
• Work closely with other teams including Marketing, Operations, Production and the Web team to ensure customer feedback is heard, and provide ideas for improvements.
• Demonstrate an excellent understanding of our customer base and ensure the tone of the company is in every interaction.
• Respond to all customer inquiries in a timely manner regarding order updates, product requests, and resolve all issues.
• Manage PAIR’s order management system effortlessly to ensure resolutions are in a timely manner.

Who You Are:

• You have excellent verbal and written communication skills.
• You have a customer-first mindset with an empathic approach to problem-solving.
• You are adaptable to a changing or rotating schedule depending on the company’s needs.
• You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed.
• You are professional, personable and someone who is willing to adapt to change.
• You have a creative mind to create memorable customer service experiences.
• You go above and beyond to provide outstanding white glove customer service 

Need to Have: 

• Understanding of customer service principles and a genuine interest in helping people. Prior experience in customer service can be beneficial but not strictly necessary.
• Familiarity with CX Platforms: Exposure to or willingness to learn CX platforms such as Zendesk, Gorgias, or similar. While direct experience might not be required, a quick learning ability and comfort with technology are important.
• Ability to work remotely in any time zone. Work hours will be (9:00am - 6:00pm ET)
• Ability to work a full shift on the phone

Nice to Have:

• SproutSocial or other social media experience.

Some Benefits and Perks of Working At Pair:

• Medical, Vision, and Dental insurance
• Generous vacation policy
• Retirement savings plan options
• Free eyewear (plus discounts for family and friends)

Hourly Rate: $18.00/ hour