Customer Service Representative at Glassybaby LLC – Redmond, Washington

About us

Here at glassybaby, we make hand-blown glass votives with color and light for people who love to give kindness. Our mission is to provide hope and healing to people, animals and the planet. Part of every purchase goes to charity.

glassybaby has donated $15 million to various charities around the world. At glassybaby, every person's spirit is unique and gives off a light of its own - just like each glassybaby. Each handblown glass votive is a work of art, as unique as the individual who chooses one, formed by eight hands and crafted in the PNW.

Position Summary:

Be the ambassador of glassybaby to the customer by providing excellent customer service to customers who contact glassybaby via phone and email.

Primary Duties:

• Answer glassybaby customer service phone linein a timely manner.
• Customers are to be treated equally and deserve equal attention. Special treatment/special favors should be avoided.
• Be able to communicate with glassybaby customers to help with concerns or problems brought forward.
• Respond to voicemails left on the customer service line within 24 hours.
• Assist customers with their questions, issues, and orders.
• Respond to emails sent to the customer service email address within 24 hours.
• Respond to tickets in Happy Fox
• Manage FedEx claims & replacements.
• Maintain a log of all incoming calls to the customer service line, note common and/or fixable problems, and alert relevant people.
• Help facilitate mail exchanges in Redmond
• Communicate with Customer Service Manager about customer inquiries as needed.
• Act as an amiable, informed, and helpful representative of glassybaby.
• Adjust to changed duties and schedule for holiday season.
• clear verbal and written communication skills.
• Self-starter and proactive.
• Kind and courteous customer service skills.
• Ability to create rapport with customers.
• Retail sales experience preferred.

Measurements of Performance (ongoing):

• Customer service success through clearing items from email and quickly taking care of customers exchanges timely.
• Efficient, friendly customer service.
• Excellent at promoting the glassybaby brand and customer.
• Thorough knowledge of our mission, how glassybaby are made, and our giving programs/mission.
• Happy, satisfied customers.

The above statements are intended to describe the general nature and level of the work being performed by employees assigned to this work. This is not an exhaustive list of all duties and responsibilities. glassybaby management reserves the right.

Education/Experience/Certifications/Licenses:

• High school diploma or equivalent (GED)

Knowledge, Skills, and Abilities:

• Clear verbal and written communication skills.
• Self-starter and proactive.
• Kind and courteous customer service skills.
• Ability to create rapport with customers.
• Retail sales experience preferred.

Physical Demands:

• Ability to regularly lift-up to 35 pounds and rarely lift to 50 pounds.
• Frequent standing, walking and sitting.
• Must be able to work in conditions that are impacted by weather and climate.
• Must be able to speak, hear read and write well enough to conduct conversations.
• Vision abilities are critical and include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
• Must be able to work in an environment where noise level is usually moderate.
• Frequent use of hands to finger, handle, or feel; must be able to frequently reach with hands and arms; below, at and above the waistline

Benefits

Medical/Vision and Dental, STD and paid Life insurance with AD&D

HSA and FSA options

401K with a Match

Voluntary Supplemental Insurance and Life Insurance with AD&D

Access Perks

Paid PTO and floating holiday and 4 paid holidays