Customer Service Agent

- Entry Level

Carlsbad, CA

About the position

At Vuori, we uphold three Core Values: creating exceptional products, fostering strong relationships, and leading extraordinary lives. These values, combined with our commitment to happiness, drive our mission to provide outstanding customer experiences. As a Customer Service Agent at Vuori, you'll be at the heart of our Customer Experience team, playing a vital role in building lasting customer relationships and delivering top-tier service. In this position, you will primarily handle customer inquiries through email and chat, addressing concerns with a solutions-oriented and positive approach. You'll collaborate with your team, support new hire training, and help resolve and deescalate customer issues.

Responsibilities

• Deliver exceptional customer service via email, text, and chat, responding to inquiries with clarity, empathy, and professionalism.
• Handle escalated issues with a solutions-driven mindset, ensuring a timely and empathetic resolution.
• Support the onboarding and training of new team members across various tiers (1, 2, and 3).
• Contribute to continuous improvement by providing feedback on processes, shortcuts, and customer interaction guidelines.
• Assist with various support channels, including: Refund Requests, CS Returns, Retail Support, CS Help.
• Work alongside the Supervisor to assist with additional tasks as needed.
• Participate in team meetings, providing valuable input to enhance service quality and team collaboration.
• Take on additional projects and tasks as assigned.

Requirements

• Bachelor's degree, or 1 year of equivalent work experience in lieu of a degree.
• Strong passion for delivering exceptional customer experiences.
• Well-organized with the ability to manage both personal and team progress.
• Skilled in understanding and responding to customer emotions.
• Leads by example, demonstrating attention to detail while supporting team members.
• Excellent interpersonal, written, and verbal communication skills.
• Proficiency in Spanish is a plus.
• Strong conflict resolution skills, with the ability to manage challenging or emotional situations with professionalism and empathy.

Nice-to-haves

• Experience with Kustomer, Shopify, FullCircle, or Warehouse Operating Systems.

Benefits

• Health Insurance
• Savings and Retirement Plan
• Employee Assistance Program
• Generous Vuori Discount & Industry Perks
• Paid Time Off
• Wellness & Fitness benefits