Customer Experience Guide

Overview

About PHOENIX 

 

PHOENIX Retail, LLC is a Direct-to-Consumer platform operating EXPRESS and BONOBOS in the United States. Grounded in a belief that style, quality and value should all be found in one place, Express is a brand with a purpose - We Create Confidence. We Inspire Self-Expression. - powered by a styling community. Bonobos is a menswear brand known for being pioneers of exceptional fit and a personalized, innovative retail model. Customers can experience our brands in over 400 Express retail and Express Factory Outlet stores, 50 Bonobos Guideshops, and online at www.express.com and www.bonobos.com.

 

About Bonobos

 

We are on a mission to make fits and connections that inspire people to be themselves. Our Bonobos menswear brand is known for being a style instigator and offering perfect-fit risks through our innovative retail model and personalized experience. Launched online in 2007 with its signature line of chinos, Bonobos now offers a variety of styles available to order online and to try on at any one of our 60+ Guideshop locations. Our Guideshops are in-real-life stores that deliver one-on-one service and expert fit advice. Don’t think traditional retail, Bonobos is something you haven’t seen before. 

 

The Bonobos team is vibrant, collaborative, and inclusive. We value self-awareness, empathy, intellectual honesty, positive energy, and judgment, often over experience. We’ve created a culture where collaboration and communication are paramount, all while making time for fun and celebrating extraordinary efforts. 

Location Name

New York Office

Responsibilities and Qualifications

Serves as front line, on-call resource for all customers via phone, email, and live chat. Represents the company image to customers by providing professional, courteous customer service; providing accurate and timely information; reviewing and appropriately communicating relevant company policies; remaining poised when faced with difficult interactions; and identifying high-visibility issues and escalating to managers.

 

KEY RESPONSIBILITIES

• Demonstrate passion for excellence with respect to providing genuine care and concern for customers through multiple channels in an efficient, friendly and professional manner
• Document inquiries complaints, or comments into support database to manage follow up and communicate with teams, as well as actions taken with accuracy and completeness
• Manage multiple cases at once; conduct transaction and tender research in various systems and applications
• Enhances customer engagement by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording the reason for customer contacts. 
• Possesses a deep understanding of our product catalog, tools, and technology in order to offer style advice and help customers find what products they need to fill their particular needs 
• Work cross-functionally with various business partners and field leaders to resolve customers concerns; Provides thoughtful, strategic insight regarding customer needs to those cross-functional partners
• Meet or exceed all CX productivity and quality standards
• Other duties as assigned

 

REQUIRED EXPERIENCE & QUALIFICATIONS

• Preferred 2+ years of customer service experience, retail store leadership, or other customer-facing roles
• Proficiency in use of technology (Word, Excel, Google Suite, Slack)
• Ability to wear headset for up to 8 hours
• Open to a flexible schedule based on the needs of the business
• Must be able to work holidays and weekends as required.

 

CRITICAL SKILLS & ATTRIBUTES

• Must be able to work both independently and as a team
• Strong customer service skills with a high level of professionalism
• Strong decision making, problem solving, and de-escalation abilities
• Excellent listener, empathetic, and detail-oriented
• Strong communication skills across all channels, including experience within email, chat and social media
• Ability to multitask
• Positive attitude
• Passion for improving the customer experience, always places what’s best for the customer front and center
• Ability to manage case workload effectively and efficiently
• Successful as both a self-starter and in team dynamics
• Interest in fashion, retail, styling, a plus

 

 

Benefits and Compensation:

PHOENIX offers a range of benefits to help protect full-time associates health and long-ter