Customer Service Advocate

About the Role

Customer Support Advocates have a critical role on Zenni’s award-winning Customer Support team. This role supports Zenni’s global customers 24/7/365, through voice, chat, email, SMS and social channels. The right candidate will champion the interests of Zenni customers, ensuring that they receive high-quality and consistent service. This role represents Zenni’s customer-obsessed culture.

Responsibilities:

• Provide an exceptional customer service experience with every interaction via phone, email, chat, SMS, or over social media
• Work closely with other teams including Technology, Product and Site teams to ensure customer feedback is heard, and provide ideas for improvements
• Demonstrate an excellent understanding of our customer base and ensure the tone of the company is in every interaction
• Respond to all customer inquiries promptly regarding order updates, product requests, and resolve all issues
• Demonstrate unparalleled product knowledge and offer exceptional style advice for customers

Basic Qualifications:

• You have excellent verbal and written communication skills
• You have a customer-first mindset with an empathic approach to problem-solving
• You are adaptable to a changing or rotating schedule depending on the company’s needs
• You have a can-do attitude. We are looking for someone who is enthusiastic about working every day, and someone who is willing to step-in wherever they are needed
• You are professional, personable and someone who is willing to adapt to change
• You have a creative mind to create memorable customer service experiences
• You go above and beyond to provide outstanding white glove customer service

Preferred Qualifications:

• Previous optical experience
• Experience with Gladly

Perks & Benefits:

• Healthcare
• Generous PTO
• 13th Month Pay
• Monthly De Minimis
• Annual Zenni Gift Card - to use towards our products!