What we’re looking for:
Our most successful Associates on the Customer Success team have a passion for understanding the core elements of the Swag.com offering and providing a best-in-class experience to support customers in the fulfillment and delivery of their orders. Team members must be comfortable working in a dynamic environment and have the ability and desire to implement new ideas and processes with an open mind. Essential qualifications include:
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Passionate about providing a great end-to-end customer experience and high quality customer service in a dynamic environment
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Collaborative teammate and relationship-builder with strong communication skills who is willing to help out where needed
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Solutions-oriented, customer-focused mindset
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Strong organizational and time management skills
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Ability to multi-task while being detail-oriented
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Passion for getting things done
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Tech savvy and comfortable operating in online platforms (experience with Slack and Intercom are a plus)
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1-2 years of experience in a customer-facing or account management role
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Must physically reside in any of the following Swag.com state presences: NY, NJ, FL, OH, TX, CT, WA, PA, CA, SC, MA, AZ, IL, DE, CO
What you’ll do:
As a Customer Success Associate, you’ll be on the front lines satisfying customers and charged with inspiring customer confidence by:
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Ensuring customers have a smooth, seamless experience throughout their journey, with the goal of making every customer an advocate and promoter of Swag.com
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Helping both new and returning customers complete the steps needed for their orders to go into production and be delivered (pantone color approval, mock up approval)
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Engaging customers through all channels, including phone, e-mail and chat
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Partnering closely with Sales, Product and Operations to ensure customers receive high quality branded products on time
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Identifying creative solutions and going above and beyond in answering customer questions
The annual starting base salary range for this position is $55,000. Placement within the range is determined by a variety of factors, including but not limited to: knowledge, skills, years & depth of experience, and equity with internal team members.
How you’ll be measured:
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Customer Satisfaction through Chat scores and NPS
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On time and accurate delivery of customer orders
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Addressing order obstacles efficiently and effectively to secure new and repeat business
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Inter-team Collaboration
How you’ll make a difference:
Our Customer Success Associates have a strong customer orientation and are driven to provide the best possible experience for our customers. As an expert in our product offering, services, and understanding customer needs / questions, this role is on the front lines of meeting and exceeding our customers’ expectations.
The right candidate for this role will be knowledgeable about, and adept at using, the awesome tools Swag.com provides to deliver top notch custom products. By striking a balance of operational excellence and authentic interest in each customer interaction, this role has the ability to positively impact Swag.com’s sales and revenue performance while building lasting customer relationships.
As with all roles at Swag.com, you must share in our promise - to close and deliver orders while providing the best possible customer experience with the product, quality, timeline and communication the prospect or customer is expecting!
Cover letters are preferred (not required), Custom Ink values individuality, so use your judgment and write to us in your own voice.
CustomInk, LLC (""Custom Ink"") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.
Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please click
here
.
Custom Ink will only consider applicants who reside in states where it is registered to do business as an employer. We are currently not registered in the following states: AK, AR, CT, HI, ID, IA, KS, KY, LA, ME, MI, MS, MO, MT, NE, ND, NH, NM, OK, RI, SD, UT, VT, WV, WY.
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