Customer Service Representative

Lola Blankets is a premium provider of cozy, stylish blankets. They are seeking a Customer Experience Representative to provide exceptional support to customers primarily via phone and email, ensuring that every customer feels heard and valued while resolving issues efficiently.

Responsibilities:

• Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available
• Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions
• Process order changes, refunds, replacements, and other account adjustments using internal systems
• Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more
• Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager
• Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support
• Contribute to a positive team environment by sharing insights and feedback to improve customer experience

Requirements:

• Outstanding verbal and written communication skills with a customer-first mindset
• Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.)
• High empathy
• Highly organized and detail-oriented
• Eagerness to learn
• Ability to take constructive feedback
• Previous phone support experience is preferred