At eyebobs, we are determined to live out loud and break through all barriers to help our customers frame their personalities and empower them to be their true and authentic selves. We see our Customer Experience Associates as the most critical tool in achieving this mission which is ultimately realized by providing world-class communication to and from our customers.

As a CEA you will be the voice of eyebobs, providing outstanding service to our customers through every channel in which we interact with them. You will significantly impact eyebobs’ brand by making every customer interaction a delightful one. We are looking for a strong communicator – someone who is confident and comes across on the phone, in email, and on chat with genuine warmth and personality. When confronted with an issue or a frustrated customer, you listen carefully to understand the problem and are creative and resourceful in finding the best and fastest solution.

Being the main point of contact for customers, our Customer Experience Associates are essential team members at eyebobs. Responsibilities and daily tasks include:

Core Responsibilities:

Expert handling of incoming and outgoing customer care calls, emails, chats and escalations

Processing sales transactions over the phone, tracking orders and responding to customers within SLA requirements

Multi-tasking using various in-house and off the shelf software programs (i.e Netsuite, Slack etc.)

Offering value-added solutions and promote customer loyalty by providing exceptional customer support

Updating internal documents and customer records daily

Collaborating with our QA, Product and Marketing teams to solve customer concerns

Working closely with our Logistics and Website developers to troubleshoot issues

Providing feedback on potential issues and follow up processes

Additional project work and assigned tasks when required

Gaining an in-depth knowledge of eyebobs products

Requirements:

At least 1 -2 years of Customer service experience preferred plus an ability to think quickly on one's feet

Excellent communication skills - you excel at being concise, clear and you read your audience to determine the appropriate tone to use

Proven problem solving skills - our customers appreciate efficiency and speedy resolutions

Ability to remain calm and de-escalate potentially contentious situations

Keen attention to detail and strong time management skills

Professional, positive, take-charge attitude

A passion for continuously improving

A team player attitude, also capable of working independently

Proficiency using Windows operating system, basic knowledge of Word, Excel and G-suite

Must be able to work 40 hours per week (including some weekends)

Some flexibility required- Current hours are 8am - 6pm Monday through Friday and 8am – 4pm Saturday

High School Diploma

About eyebobs:

At eyebobs, we believe the right pair of glasses can change your life. Your personality comes through your eyes. Every day you express who you are. Sometimes loudly, boldly and sometimes more subtly but when you wake up in the morning, we believe that the most important part of your wardrobe starts with our glasses. No matter who you are, where you are from or what you want to say, we are building eyebobs to help you be your true and authentic self. Our frames are available through three channels: direct to consumer, our eyebobs retail stores and from our retail partners through our wholesale business.

Our Core Values:

Walk the Talk. We live and work with integrity

Over and Above. We are fully engaged, in it all the way, consistently giving our best performance and highest quality of work

Be Yourself – Welcome Others. We bring our individual awesomeness and respect others’ awesomeness, to make eyebobs better

Together We Win. We are committed to the eyebobs team, to help each other, rely on each other, serve each other in excellence

Do the Right Thing. We are “in service” to our customers, our work, each other, to make the world, or at least our corner of it, better!

Inclusion. Always. We actively seek to broaden our collective perspective and awareness, and create a culture that encourages, supports and celebrates the diverse voices of our team.