CX Retail Agent, Customer Experience
About The Position
The CX Retail Agent supports customers across email, phone, chat, and SMS, and serves as a liaison between Framebridge Retail Stores, Customer Service, and production teams. The role focuses on making framing easy and enjoyable by providing customer-first support, using sound judgment to resolve inquiries, and communicating accurate guidance across teams. The position reports to the CX Retail Lead. The agent helps customers with order status, order changes, and account updates, including orders placed in retail stores and art being dropped off or picked up. The role requires navigating internal systems, staying adaptable within a structured production environment, and balancing customer needs, store support, and team projects. This is a remote, full-time position with varying shifts, including weekday and weekend hours.
Requirements
- 1–2 years of experience in customer service, retail, or hospitality.
- Strong written and verbal communication skills with an engaging, customer-first approach.
- Comfort with browser-based tools and systems.
- Excellent time-management and organizational skills, with strong attention to detail.
- Ability to multitask across channels and priorities.
- A collaborative, team-oriented mindset.
- Full-time availability, including some weekends.
Nice To Haves
- Experience with design tools such as Adobe Photoshop, Canva, or Figma.
Responsibilities
- Deliver best-in-class customer service that builds brand trust and customer loyalty.
- Provide fast, friendly customer support via email, phone, chat, and SMS.
- Build customer relationships through active listening, clear communication, and creative problem-solving.
- Help customers with order status, order changes, and account updates, including retail-store orders and art drop-offs or pickups.
- Use sound judgment to resolve inquiries quickly and effectively.
- Navigate internal tools and systems, including CRM, order management, and payment tools.
- Stay flexible and adaptable within a structured production environment.
- Serve as a liaison between Framebridge Retail Stores, Customer Service, and production teams, providing retail teams with clear, accurate guidance and keeping communication accurate across partners.
- Balance multiple priorities across customer needs, store support, and team projects.
Benefits
- Full medical, dental, and vision benefits.
- 401(k) and employer-funded pension plan.
- Parental leave and return program.
- Flexible Time Off and paid holidays.
- Framebridge employee Free Frame codes and discounts.
- Short-term disability and Life/AD&D Insurance.
- Employee Assistance Program (EAP).
- Ongoing learning and development opportunities.
- Commuter benefits.
- Pet insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
