Customer Advocacy Agent, Customer Experience

Job Title 

Customer Advocacy Agent, Customer Experience

Job Description

Company: Framebridge

Role: Customer Advocacy Agent

Pay: $18/hr

Who We Are:

At Framebridge, we are disrupting the custom framing market by replacing a cumbersome experience with a delightful one. We are taking the market and expanding the market for custom framing, all while building a beloved brand associated with celebrating the best moments in life. In order to fulfill our mission, we have to build a great team across a number of disciplines – ecommerce, retail, design, and manufacturing. 

We are a consumer business operating online and in our growing fleet of retail stores. We operate three Design Studios that allow us to deliver a high-quality custom product at an affordable price with a quick turnaround. We exist, grow, and ultimately own the market by delighting customers who trust and value us.

The Role: Customer Experience CA Agent

Your Mission:

As a Customer Advocacy Agent on the Customer Experience Team, you will be the voice of the customer as you help them move through their journey of customer framing, ensuring our brand’s reputation by addressing customer issues that arise during the manufacturing  process.  

Your Legacy:

You are a problem solver who is passionate about each and every customer receiving an amazing experience at Framebridge.

Who you are:

• 2+ years in a customer service role.

• A proactive and positive mindset

• Self-starter who can take direction but work independently.

• Excellent verbal and written communication skills

• Passion for home, design, Framebridge’s mission

 

What you will be responsible for:

• Overview

  • Provide daily customer outreach 

• Communicate necessary changes to orders

• Inform customers of any issues with the production of their order

• Using knowledge of the framing process to make decisions that will best benefit the customer and their experience.

• Attend a bi-weekly 1:1 with the team lead to discuss strengths, areas for improvement, new ideas, concerns, etc.

• Responsible for maintaining a daily understanding of the changes within the company. This will include changes within factory production procedures, as well as changes to procedures with the CX organization.

• Attend a weekly team meeting to discuss changes/updates that will affect the CA team’s daily workflow

• Collaborate with the operations team on strategic projects, day-to-day tasks, and addressing emergent issues as they arise.

  • This role is an active role on the facility floor, working between the operations team who are working on projects and the customer who you communicate with via email to - ensure the voice of the customer is being heard to ensure our 100% happiness guarantee. 
     

• Support Remote Agent Questions within Slack

  • Monitor the @cxcustomeradvocates tag in Slack for questions from remote CX agents and provide answers or guidance.
     

• Fulfill duties in the Customer Advocacy Inboxes

  • Work within the different CA inboxes

    • Use the guidance received at the start of the day to navigate the inboxes. 

    • Each inbox requires various duties. Some will need direct customer outreach.

  • During peak times, flexibility will be necessary. You'll be expected to move into other channels to ensure our customers aren’t receiving delayed responses.

  • Prepare and return unframed artwork to customers or retail locations in accordance with company standards.

  • Collaborate closely with our operations teams on high-priority orders, including but not limited to fragile or high-value artwork, tight deadlines, and VIP customer requests

  • Develop deep brand and product expertise to serve as a go-to resource for the operations team.

 

Reports to: Manager, Customer Advocacy

Location: Henderson Art Operations Studio 

                   515 N Gibson Henderson, NV

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