Part-Time Customer Experience Associate

About us
Faherty Brand is a New York-based lifestyle and apparel brand founded in 2013 by twin brothers Mike and Alex Faherty with the goal of creating the highest quality clothing for life’s great moments. Mike and Alex gained valuable work experience prior to founding Faherty Brand. Mike spent a decade in design at Ralph Lauren’s RRL and Alex spent a decade on Wall Street in Private Equity. Having grown up surfing and with a shared love of the beach, our company’s beach culture is authentically inherent to our brand’s DNA. We’re committed to designing clothes for all seasons with unwavering craftsmanship, premium materials, and a focus on sustainability. This positions us uniquely in the space and creates one of the biggest opportunities in retail.

We have retail stores in Soho and the West Village of New York City, Newport Beach and Malibu, California, and Nantucket and Boston, Massachusetts and more to come. Our retail, e-commerce, catalog and wholesale businesses are growing at awesome rates. We wholesale to the world’s finest retailers, such as Nordstrom, Neiman Marcus, Mr. Porter and more. 
 
Our team of leaders consists of individuals from retail and technology companies who deliver on our promise and seize the opportunity. Our goal is to be the world’s most sought-after apparel company. We all work side by side in a collaborative, energetic, and creative environment. The result: better people, better ideas and a better experience.
 
We live by the Faherty core values:  
·        Be the best
·        Deliver on promises
·        Spread good vibes
·        Be better together
·        Stay authentic 

YOU ARE HERE TO MAKE A DIFFERENCE:
When a customer inquiries on our website or phones in, you are the very first person with whom he/she will come in contact with. Whether it is a customers first time shopping with Faherty, or they are a loyal shopper, your role as a CX Associate is critical to the success of delivering exceptional guest experiences and ensuring clients leave with results that are nothing less than amazing.
 
Having an intimate knowledge of our Faherty products and of product locations will make you successful in your role. You will be responsible for staying consistent with the Faherty message, communicating in a positive manner with the customer, and educating our customers on the value of our Faherty product. You will also be responsible for dealing with any and all customer questions about the products and services that we offer. You are expected to continuously update your knowledge of our products, services, and policies. 
 
MAJOR AREAS OF RESPONSIBILITY: 
●  Your primary job duty includes maintaining a positive attitude and focusing on customer satisfaction. You will work closely with customers to determine their needs, answer their questions about our products and recommend the right solutions using Faherty product. 
● To be successful as a CX Associate, you will be proactive in answering some 200+ customer inquiries through our multiple channels including: phone calls, emails, and live-chats. 
● You will utilize your active listening skills and proficient writing skills in order to take control and promptly resolve customer complaints, issues, and to ensure maximum client satisfaction.  
● You will participate in product knowledge sessions and weekly touch-bases with your manager to learn customer service and sales techniques on closing sales, upselling to achieve specific sales goals as assigned by Faherty management. 
● Another key responsibility is mastering our internal point of sale systems in order to efficiently and effectively process customers orders. You will learn to communicate directly with our store teams to manage the shipment of merchandise to customers. 
● Collecting and acting upon how customers view Faherty products, support, and company is invaluable. You’ll help us improve our customer service, design, product, marketing, and technology by providing detailed notes about all customer interactions. 
 
 
MUST HAVE QUALIFICATIONS:
● At least 1+ year of customer service experience
● Schedule flexibility to work weekends, holidays, and evening hours (up to 9pm)
● Ability to navigate multiple computer applications
● Excellent written and verbal communication skills
● Ability to convey personality through the written word without sacrificing professionalism 
● Ability to utilize active listening skills in order to take control and resolve challenges at hand
● Adapt quickly to changing customer expectations and needs
● Enthusiastic about learning how Faherty products are produced and how they fit 
● Ability to work autonomously and productively  
● A keen understanding of policies and procedures, along with the ability to apply these quickly, correctly, and thoroughly
● A fun, upbeat, and patient attitude!



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