Customer Care Representative

Company Overview 

Founded by Santa Barbara-born sisters, Margaret and Katherine Kleveland, and a Collective of partners, DÔEN was launched in 2016 and is a digitally-led, multi-channel fashion and lifestyle brand. Our mission is to create lasting, beautiful collections while supporting individuals in all aspects of the organization, supply chain, and community. We work with domestic and international partners who share our values and commitment to gender and social equality, and we give back by partnering with foundations that directly benefit our employees, value chain, and surrounding communities.

We are an Equal Opportunity Employer.

Description of Duties

Title: Customer Care Representative

Classification: Non-Exempt

Hourly Range*: $23.00-$25.00 per hour

Locations: Van Nuys, CA

Schedule*: Hybrid

DÔEN is seeking a high-energy Customer Care Representative with an entrepreneurial spirit to join our team

on a full-time basis. We are looking for someone who loves creating exceptional experiences for our customers

and understands both the importance of extraordinary customer service and its intrinsic value to a direct-to-

consumer model. The ideal candidate will have prior experience in customer service, have a customer-comes-

first attitude, and will be eager to find solutions to their inquiries. This candidate will report to our Customer

Care Manager and is expected to work on special event days, such as sales, some holidays, and launches, when

we experience particularly high traffic and a high volume of inquiries. The position will also develop strong

relationships with various other departments regularly.

Essential Duties and Responsibilities

• Provide the highest level of customer care to a loyal and growing customer base across channels (email,
• phone, SMS, text, live chat, and social media)
• Assist customers with a variety of transactions through a seamless and friendly experience
• Provide shipping updates and troubleshoot shipping issues with courier and Distribution Center
• Work with cross functional departments to understand product shipment cycle and advise customers on product availability
• Assist customers with fit and sizing advice and product inquiries; provide styling advice to customers when requested
• Navigate customers through website troubleshooting, FAQs and policies
• Communicate errors detected as needed to management and/or cross-functional teams
• Collect and relay customer feedback for continuous improvement initiatives
• Defuse customer situations and provide resolution in a timely and effective manner
• Effectively utilize resources to resolve issues independently and escalate when appropriate
• Other tasks are assigned as needed to support business needs

Skills

• Background working within ERP and Ecommerce platforms
• Knowledge of Gladly and Netsuite preferred
• Knowledge of Customer Care Software, Chat and SMS Programs
• Strong verbal skills, written and spoken
• Strong problem-solving skills
• Clear and effective communication
• The ability to prioritize multiple tasks in a fast-paced environment
• The ability to work a flexible schedule: the hours and schedule for this position will vary by week depending on business needs and especially during high traffic events: Sales and Launches

Qualifications

• Minimum 2 years of relevant experience
• Energetic, confident and adaptable personality
• Excellent communication and problem-solving skills
• Demonstrate ability to foster and maintain a respectful work environment
• Open availability, flexible schedule including early mornings, evenings, weekends and some holidays
• Degree preferred but not mandatory

Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodation
• Periods sitting at a desk, typing, sketching and working on a