Our client, a well-known retail / apparel company, is looking for an Ecommerce Customer Experience Specialist to join their team for a 6-month contract. This position can be remote or on a hybrid schedule in San Francisco, CA (onsite 1-4 times a month).
The Ecommerce Customer Experience Specialist will play a key role in streamlining our back-office operations, mitigating risk, creating clear and comprehensive documentation and training materials, maintaining knowledge-based content, and expertly resolving sensitive customer escalations.
Pay Rate: Up to $32/hour DOE
Responsibilities:
Lead regular meetings with contact center leaders to address customer and agent concerns.
Analyze data and collaborate with teams to refine processes and communication.
Ensure clear communication with contact center team on important updates from various business units.
Handle system access and account management for customer service agents.
Resolve various back-office requests and complex customer escalations.
Manage B2B inquiries and internal resource allocation.
Troubleshoot employee discount issues.
Serve as an expert on customer service processes and policies.
Maintain and update knowledge base for agents and customers.
Create training materials for new features and analyze engagement metrics for improvements.
Utilize CRM AI tools to enhance agent workspace and content management.
Support holiday operations by creating a resource center for agents.
Collaborate with warranty team to process claims.
Approve refund check requests and generate quality feedback reports for product improvement.
Required Qualifications:
2-4 years of experience in customer service, ideally in retail, ecommerce, or a related field.
1-3 years of project management experience.
Experience collaborating with geographically dispersed teams and stakeholders.
Knowledge of eCommerce business and marketplace industry practices.
Ability to analyze data (quantitative and qualitative) and translate insights into actionable steps.
Bonus: Experience working with a CRM system (Salesforce, Zendesk, Talkdesk preferred).
If you meet the required qualifications and are interested in this role, please apply today.
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About Solomon Page
Founded in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn.