E-Commerce Customer Service Associate

Catbird, a fine jewelry company, is currently looking for full-time Customer Service Associates in our E-commerce Department. This role is primarily remote with occasional in person training at our LA stores. This position is eligible for candidates based in the state of California only.

SCHEDULE: 9:30am-6:00pm PST

About Catbird

In over 20 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.

The key to our success is remaining true to our values:

• We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity
• We believe in making and selling things people will want to keep forever and will bring continuous joy
• We believe in doing everything we can ourselves
• We believe in always thinking of the long game and not focusing on a quick profit
• We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow
• We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty
  
  
  

Key Responsibilities

• Provide exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window
• Navigate multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status’ and product details
• Learn the Catbird ‘voice’ and customer service culture to support a long term customer relationships
• Strong command of multiple communication styles: social media, chat, and email, ability to navigate and switch between coverage assignments as needed
• Provide styling and jewelry care advice to customers with a strong knowledge of Catbird products
• Brainstorm ways to create out-of-this-world customer experiences with your manager and team members
• Help cultivate a warm and inviting culture in order to assist our customers; clearly communicate policy and offer friendly assistance in all customer interactions
• Display a command of product knowledge, procedure and policy to resolve any and all customer questions
• Communicate daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
• Ability to think clearly and provide issue resolutions to customer concerns in the kindest and most efficient way possible
  
  
  

Our Ideal Candidate

• 1+ year(s) of experience in E-commerce Customer Service
• Maintains a positive attitude with an all-hands-on-deck team mentality
• Ability to work in a fast paced environment with flexibility in various areas of coverage
• Problem solving mastermind
• Computer savvy
• Empathetic, genuine, honest, encouraging and kind
• Experience with jewelry or luxury brands is a plus
• Experience using Kustomer is a plus
• Located in Los Angeles/San Francisco a plus; opportunity to hybrid train our SF/LA area stores