Customer Experience Specialist

KREWE is an independent high-fashion eyewear company inspired by the creativity and spirit of New Orleans, our hometown. Since launching in 2013 the brand has continued to grow and evolve with an extensive offering of unique, hand-crafted sun and optical frames designed in New Orleans and crafted with the utmost attention to detail. In addition to 3 brick & mortar locations, 12 “Tiny House” concept stores, and a robust e-commerce business the brand is also available at many notable retailers such as Bloomingdales, Neiman Marcus, Nordstrom, and shopbop. KREWE’s unique approach to eyewear has created a cult-following amongst consumers and influencers alike. Our frames have appeared in publications from GQ to VOGUE and on celebrities such as Beyonce, Gigi Hadid, Meghan Markle, Carrie Underwood, Hailey Bieber, Zayne Malik, Scott Disick, Adam Huber, among others.

As the business grows, we are seeking smart, creative, and experienced individuals to join our talented team! Key attributes and qualities we are looking for in candidates for all open roles: Entrepreneurial spirit, innovative and solution-oriented, adaptable and resilient, best-practices methodology, team-oriented with a lean-in attitude, highest standards for execution, and a high level of accountability.

The Customer Experience Specialist has the opportunity to gain experience with a luxury goods retailer curating customer service at all operational levels. This is a primarily guest-facing role, whose main objective is to support customers with all inquiries and solve them in a timely manner. The Customer Experience Specialist is a critical point of contact for all KREWE customers and is responsible for finding resolutions and supporting them throughout their entire customer journey. This role reports directly to the Customer Experience Manager. The role works both independently and as a part of a larger Customer Experience team and will gain knowledge of the inner workings of an independently owned eyewear company, while collaborating with a vibrant and talented staff. 

This role will be in-person and based at KREWE’s Headquarters location in New Orleans, LA. Remote candidates will not be considered. 

Responsibilities:

• Provides world class customer experience via phones, text, email and any future channels that do not currently exist. 
• Resolves inquiries quickly and with sound judgment, ensuring to find the best resolution possible. 
• Helps guests by setting up and processing warranty claims, returns/exchanges, troubleshooting, tracking and placing orders, and helping with product questions. 
• Supports stores with process questions, customer inquiries and general order troubleshooting 
• Stays up to date on KREWE frame styles and colors, upcoming releases and general optical knowledge. Attends regular product launch meetings and can speak to KREWE quality and design standards. 
• Upholds KREWE brand standards in all interactions, ensuring customers are treated empathetically and equitably
• Reports to Customer Experience Director; participates in weekly 1:1’s and team meetings.

• Responsible for achieving personal and team-based metrics and KPIs, including but not limited to customer satisfaction scores and efficiency metrics. 
• Strong communication skills required. Communicates effectively with customers, and cross-functional partners.
• Ensure the security and privacy of customer information through education, compliance and resolution of issues
• Stay up to date on internal process and policies
• Able to share anecdotal consumer feedback and issues
• Processes inbound consumer returns. Ensures received product is systematically and physically restocked to appropriate inventory locations. 
• Supports special projects for department as assigned 

Qualifications:

• Experience in a customer service or retail role
• Intermediate to advanced computer skills: proficiency MS Office and G-Suite and working in multiple operating systems simultaneously. Ability to learn and use various types of technology quickly is essential.
• Familiarity with retail POS and ERP systems (such as Shopify and NetSuite) preferred. 
• Experience with customer support platforms, such as Gorgias, preferred
• Clear communicator, level-headed demeanor. 
• Can handle confidential information and comply with payment card industry standards
• Accountable for executing work individually and as a group
• High school diploma required. College degree preferred. 
• Passion for and knowledge of fashion industry operations and consumer relations
• Experience working in a fast-paced office environment, demanding high attention to detail, excellent written and verbal communication, eagerness to contribute, ability to adapt and multitask in high pressure situations, strong sense of urgency, and genuine enthusiasm to learn and grow in a collaborative work environment
   

Benefits and Perks:

• Competitive wage
• Group health plans: health, vision and dental insurance
• Welfare benefits: life, ad&d, supplemental voluntary coverage 
• FSA Plan & HSA Program 
• 401(K) Investment Options
• Adoption Assistance, EAP, Commuter Benefits
• Paid Parental Leave 
• Quarterly Cultural Spend
• Ongoing Training & Development, an Educational Allowance
• 10 paid holidays & Paid Time Off accrual
• KREWE employee frame discount (of course!)

Diversity & Inclusion:

KREWE believes in providing an inclusive workplace where all individuals have the opportunity to succeed. We are proud to provide equal employment opportunities (EEO) to all employees and applicants without discrimination or retaliation because of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, pregnancy or any other protected characteristic as established by applicable local, state, or federal law.