CX Retail Agent

Job Title 

Job Description

About Framebridge

Framebridge has re-imagined the framing experience to deliver beautiful, convenient, custom framing for a modern lifestyle. By eliminating the hassle and expense of traditional framing with our digitally-native, technology-driven platform, we have introduced the joy of telling and preserving stories and moments to a new generation. Customers order online in a few clicks, upload their art or mail it in using Framebridge prepaid packaging, and select from a curated selection of stylish frame choices.  Or customers can get design guidance online or visit our retail stores in-person where they can get design guidance and drop-off their artwork.. We custom frame and ship our product directly to the customer or to a retail store for pick-up in a matter of days, ready to hang.

Our brand inspires storytelling, and we strive to ensure your experience as a Framebridge employee is a meaningful chapter of your own history.  We promise opportunities for team members to strengthen existing talents and develop new skills in themselves and their coworkers, in an environment that empowers employees to deliver an extraordinary customer experience and make a meaningful impact.

Position Description:

You are someone who touches every aspect of our business where it concerns our customers. You're a natural problem solver, a great conversationalist, and passionate about delivering world-class service to our customers. Having a passion for design is an added bonus. We'll be counting on you to assist in fulfilling our mission to make framing accessible, easy and fun for all of our customers. With the knowledge you’ll gain about the framing process, you will have the freedom to regularly make decisions that are in the best interest of the customer.

Part customer service, part process improvement, and 100% happiness and quality assurance. You are the voice, heart, and soul of Framebridge. You care about making the overall customer experience delightful through clear written and verbal communication, as well as sound decision making. This is a great role for creative thinkers who thrive in a problem-solving and team-oriented environment.

Primary Responsibilities:

• Offer world-class email, phone and web support to customers with high regard for individual attention and thoughtful conversation.

• Facilitate valuable customer relationship management (CRM) by applying excellent listening, communication skills and creative engagement ideas.

• Use sound and swift judgment in dealing with customer inquiries

• Employ a mastery of internal web tools from payment portals to email suites

• Be able to work within a highly organized production schedule with an ability to improvise and adapt.

• Be a liaison between retail stores, CX, and the factory, while being professional and providing all parties with clear, concise information.

• Support the CX team when needed on live channels.

• Multi task between aiding the stores’ and customers’ and our team’s overall projects.

• Being comfortable with providing specific and accurate guidance to retail stores 

Qualifications

• 1-2 years of success in customer service, retail, or hospitality role

• An engaging personality with strong interpersonal, oral and written communication skills

• Familiarity with browser-based tools

• Great time-management and organizational skills with high attention to detail

• Happy to multi-task across multiple communication platforms

• Willingness to work weekly hours at a minimum of 24 hours

• Must be able to work Sundays and Mondays

• Experience with Adobe Photoshop is preferred but not required.

Time Type

Framebridge is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.