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Seasonal Customer Service Representative

| Austin

Position Overview:
We have an exciting career opportunity to join our friendly Customer Service team as a Customer Service Specialist. In this role you will interact with external customers via phone, email, and chat in order to efficiently answer questions and resolve concerns. The mission is to represent the Kendra Scott brand and provide customers with “WOW” customer service at all times.
Responsibilities:
• Address all customer communications (including but not limited to calls, emails, and chats) in a timely manner while working to resolve issues effectively and in the Kendra Scott Family spirit.
• Address any unresolved customer issues to ensure the highest level of customer satisfaction.
• Make thoughtful, smart decisions on the fly with Kendra Scott values at top of mind to ensure customer satisfaction.
• Suggest improvements in departmental processes and procedures, always striving for maximum efficiency while providing the best possible customer experience.
• Help train and support fellow team members as needed.
• Troubleshoot and resolve customer inquiries regarding online enrollment, passwords, sign-on issues, order placement, order status, and other online or in-store related questions.
• Collaborate with other teams in order to enhance our customer experience both in stores and online.
• Process refunds and price adjustments.
• Other duties as assigned.
Essential Job Functions:
• Arrive ready to answer incoming customer service calls and emails by the start of departmental business hours, or as directed by the department manager. (Customer Service business hours are Monday-Thursday 8AM-10PM CT and Friday-Sunday 8AM-6PM CT. Hours are subject to change with shift in demand and/or peak selling times.)
• Utilize available technology and resources to ensure all customer communications are answered during business hours and followed up through resolution.
• Be the voice of Kendra Scott to internal and external customers, providing “WOW” customer service and representing the brand at all times.
Our Ideal Candidate will have:
• 2+ years of retail and/or customer service experience
• Experience with Zendesk (or other ticketing system), Salesforce, and OMS is a plus
• Outstanding written/verbal communication skills and active listening skills
• Ability to multi-task effectively and efficiently – speaking over the phone while also taking notes for documentation and follow up
• Very strong organizational skills with a big emphasis on follow through
• Excellent data entry skills, with ability to learn multiple computer systems rapidly
• Ability to use multiple computer systems simultaneously and efficiently
• Desire for continuous improvement in customer service experience and processes
• A positive attitude in all situations
• Ability to work individually and as part of a collaborating team
• Passion for customers and going above and beyond to resolve their issues and drive loyalty
• Proficient in Microsoft Office Suite
• Love for the Kendra Scott brand and its core values: Family, Fashion, Philanthropy
Additional Information:
This position will require some flexibility in scheduling, including some overtime and evening hours during holidays (including November 21, 23, 26; Dec 24, 31), weekends, and peak seasonal periods.
This position will require one of the following work schedules:
Monday-Friday (6AM-3PM)
Friday-Tuesday (8AM-5PM)
Monday-Thursday (1-10PM) and Friday (9AM-6PM)

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • SCSSLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Salesforce Commerce CloudFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • TableuAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • ListrakEmail

Location

Our Home Office is located in the heart of Austin, with easy access to MoPac, downtown and North Austin neighborhoods.

An Insider's view of Kendra Scott

What’s the vibe like in the office?

Our Home Office vibe is exactly how it sounds- it feels like home. It's exciting because you never know what daily surprises are in store-Kendra could be walking around in a unicorn costume giving everyone hugs or our Fun Committee may be hosting a happy hour in the cafe to relieve the stress of a busy week. This place is truly one of a kind!

JJ

Store Technology Analyst

What projects are you most excited about?

Our goal at Kendra Scott is to keep the shopping experience personal. I am most excited about how we are working to achieve that goal digitally. From personalized content on our website to targeted email campaigns, our focus for 2018 is on making every customer’s experience with Kendra Scott relevant and personal.

Kirsten

eCommerce Merchandising & Email Marketing Manager

How has your career grown since starting at the company?

In 2.5 years, I’ve been fortunate to experience our brand in 3 different cities. After 2 years in Memphis & Nashville as a Community Relations & Events Manager, I moved to Austin to take on a new role of Talent Acquisition Specialist. I’m thankful for a company that is committed to internal growth and sees development potential in every employee.

Laura

Talent Acquisition Specialist

How do you empower your team to be more creative?

With a business that’s growing as rapidly as ours, technology is so important in bringing an amazing Kendra Scott experience to our customers. Our IT team acts as a direct pipeline that connects them to our brand. I constantly challenge my team to continue to innovate the way we bring Family, Fashion, and Philanthropy to our customers.

Kendra

Founder and CEO

What projects are you most excited about?

All of them! I just finished a new warehouse management system implementation and we have a roadmap full of system investments slated for 2018, all of which are critical to fuel our continued success! I love that I get exposure to ALL systems at Kendra Scott, including ERP, POS, WMS, & E-comm- experience I'd be hard pressed to gain anywhere else!

Gale

Program Director

What are Kendra Scott Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking

Additional Perks + Benefits

At Kendra Scott we believe in treating our employees like family, and supporting those with families of their own. We proudly support work-life balance through our unique culture and perks. Our robust benefits package includes 100% paid parental leave and matched 401K, while our workspaces are personally designed by Kendra to inspire creativity and collaboration – a home away from home. With a complimentary nail bar, on-site gym, juice bar and kids’ game room, our workspaces put our Family pillar into action. Our work culture promotes healthy living, flexibility to raise a family, and inspiring relationships.

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