Aloha Experience Specialist


Irvine, Orange California

2 year(s)

Job Description
Responsibilities include but are not limited to:

• Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized
• Answer all calls, emails and online chat related to our ecommerce site. Including but not limited to: general questions; order placement, tracking, locating stores, and returns/exchanges
• Return all phone calls and respond to all emails within 24 hours
• Respond to a variety of consumer inquires, resolving issues, and directing consumers to the appropriate resolution channel when needed
• Process all warranty related replacement orders
• Proactively anticipate customer’s needs and provide solutions
• Direct and escalate requests and unresolved issues to the designated, appropriate resource
• Provide information on product line and demonstrate our commitment to customer service by following up on order requests to ensure superior results
• Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences
• Run and review daily, weekly and monthly reports
• Act as front desk backup to cover lunch and related events
• Other duties and projects as assigned

Knowledge, Skills and Abilities:

• Ability to perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests
• Must be able to multi-task and work in a fast-paced environment
• Exceptional attention to detail
• Team player, enthusiastic positive can-do attitude
• Excellent written and verbal communication skills
• Ability to maintain effective working relationships both internally and externally

• Bachelor’s degree required
• Ideal candidate has 2+ years of customer service experience
• Full Circle and Shopify Plus experience a plus
• Experience working with a service desk or ticketing tool is preferred
• Proficient in MS Outlook and Excel