We are looking for a Customer Experience (CX) Associate to join our team to represent the GUNNAR brand, engaging with our global customers by providing expedient, compassionate support. We’re seeking someone who has a strong sense of commitment to delighting customers, a positive attitude, stellar written and verbal communication skills, and an ambitious mindset to continue advancing our global GUNNAR customer experience. This position will be part of a hybrid workplace (in office and remote).
Principle Duties & Responsibilities:
Reporting into our Customer Experience Manager, our CX Associates are dedicated customer advocates and GUNNAR champions. You will collaborate with the Customer
Experience Manager to advance key marketing and CX initiatives, while supporting all areas of GUNNAR’s global business (marketing, sales, operations, finance, etc).
-Answer incoming customer inquiries via phone, live chat, social, or email regarding issues related to an order, product, billing, shipping, etc.
-Master and champion the GUNNAR brand, product, and technology to educate customers and drive more sales
-Maintain a high level of professionalism, empathy, and enthusiasm when interfacing with customers to ensure high customer satisfaction
-Work with the warehouse and other shipping entities to resolve shipping issues in a timely manner
-Assist the Prescription (RX) department with responding to customer inquiries about frame sizing, prescription information, lens options, etc.
-Think proactively and collaborate with the CX team and manager to ideate on ways to improve the global customer experience
-Identify trends and patterns in customer sentiment to accurately capture the voice of the customer to initiate improvements