Job Description

ABOUT FREE FLY:

Free Fly Apparel is a Charleston, SC-based performance clothing company specializing in unique bamboo material blends. Before launching in 2011, we spent over two years of research and development to come up with the softest performance fabrics imaginable. Our design philosophy is anchored in fun and adventure while superior design and craftsmanship remains our focus. Whether you're on the water, exploring the mountains or hitting the gym, we're confident this will quickly become your favorite shirt. Free Fly's products are sold throughout 400+ specialty stores (domestic and international) and they are also available through our website at www.freeflyapparel.com. CUSTOMER:

Free Fly's target customer is 25-40 years old and is a part-time adventure/thrill seeker. Works hard, plays hard mentality with a passion for life. They like to get out on the weekends and surf, travel, fish, boat, and most likely end the day over a beer with friends. Our customer is an early adopter and appreciates those who go against the grain to build a premium product that matches their on-the-go lifestyle. JOB SUMMARY:

As a Free Fly CUSTOMER EXPERIENCE REPRESENTATIVE, you are the face of the brand and often a customer's first or only interaction with us. We expect you to be kind, thoughtful, and a true people person. In this role, most of your interactions will be fun and light (our customers are a great group!), but there will be times where a customer complains or has an issue and we expect our CE representatives to handle these interactions with the same thoughtfulness and positivity as they would any other. You must be able to handle uncomfortable situations at times. TASKS AND RESPONSIBILITIES:

• Be the face of the brand and actively represent the Free Fly life
• Handle all customer inquiries (calls, emails, messages, chats) in a timely and friendly manner using on-brand language and style while building relationships with the customer
• Provide support and give a positive experience to customers with questions in the post-purchase process including returns and exchanges, order changes, incorrect orders, shipping questions and issues, account and billing questions, etc.
• Provide support and positive brand exposure to potential customers with pre-purchase questions including product and fit suggestions, shipping timing, manufacturing information, etc.
• Communicate with fulfillment center getting ahead of any potential delays or shipping issues
• Creatively surprise and delight customers with special engagements and unique touches
• Pay attention to trends in customer communication and notice opportunities to improve the customer experience

MINIMUM QUALIFICATIONS:

• 1-3 years of relevant experience (direct customer interaction) required
• Experience with computerized POS system (such as Shopify) preferred
• Bachelor’s Degree preferred

REQUIRED COMPETENCIES:

• Technically inclined and able to learn new platforms quickly and efficiently
• Excellent communication and teamwork skills
• Ability to perform in a fast-paced and quickly changing environment
• Self-motivated, highly organized and able to handle a variety of tasks and responsibilities in an effective manner while paying attention to detail
• Problem-solving skills with the ability to think on your feet
• Professional and positive attitude

FREE FLY IS AN EQUAL OPPORTUNITY EMPLOYER. WE ARE COMMITTED TO CREATING A DIVERSE AND INCLUSIVE WORKPLACE FOR ALL EMPLOYEES.