Customer Care Specialist

This is a remote position.

• Comprehensive understanding of Slumberkins mission and customers
  
• Have a thorough understanding of the Slumberkins voice on social media and how to apply it in various circumstances to answer questions or promote further engagement
  
• Have a thorough understanding of current products (core line, limited editions, restocks, product intentions, etc)
  
• Adaptable/flexible to change and adopt new roles/duties/responsibilities (startup environment/life)
  
• Flex office hours for evening and weekend engagement.
  
• Accurately track time spent working since hours are flexible.
  

• Manage emails and ensure all messages are responded to in a timely manner.
  
• Maintain up-to-date frequent responses for emails.
  
• Extensive knowledge of back-end programs for order edits.
  
• Accurately manage and track returns and exchanges.
  
• Manage approvals and tracking for educator and military programs as well as any future discount programs.
  
• Alert Operations team to any fulfillment or shipping concerns that arise.
  
• Provide a streamlined communication and support between Customer Service and Operations teams.
  

• Thorough and quick responses on third-party help-desk across all social media platforms
  
• Maintaining an up-to-date FAQ reference document with common responses used
  
• Ambitiously setting weekly goals to improve engagement and broadening the community/following through social media
  
• High level of communication with team to ensure messaging is correct and consistent
  
• Extensive understanding of social media platforms and analytics
  
• Provide reporting with weekly/monthly insights
  
• Research how other e-commerce brands find success with social media, how they respond, what they post to create engagement, etc.
  

• Liking and replying to comments/questions
  
• Replying to tagged IG photos of Slumberkins to promote further engagement from followers
  
• Liking and commenting on any tagged photos and #slumberkin photos on Instagram
  

• Replying to comments/questions/direct messages
  
• Respond to questions generated from FB ads/promotions
  
• Read and respond to FB reviews
  
• Check on the likes that a post is receiving and invite any profiles to like the Slumberkins main page
  
• Interact with Slumberkins Social group to ensure followers questions are answered and all discussions lead to positive outcomes, pulling in the right team members as needed
  
• Invite new Facebook users to like our page through ad likes/responses
  
• Assisting with engagement on Slumberkins Social, starting new threads, understanding community
  

Requirements

• Primary availability must be in the evenings and/or weekends
  
• Excellent written and oral communication skills
  
• Knowledgeable with Social Media channels i.e. Facebook, Instagram, Pinterest etc
  
• 2 years of email and/or social media customer service related experience
  
• Ability to multitask, prioritize, and manage time efficiently
  
• General knowledge of computer skills i.e. email, internet navigation, Dropbox, Google Docs, Microsoft Office Suite
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work from3AM-12PM or 6AM - 3PM
  
  

Benefits