CX Supervisor

Avocado Green Brands•Fullerton, CA

About The Position

Avocado Green Brands is a mission-driven lifestyle and eco-luxury brand, fueled by green living, sustainability, radical honesty, authenticity, storytelling, social responsibility, and remarkable customer experiences. We make mattresses, bedding products, apparel and beauty products in California using the finest natural and organic materials. The mission of Avocado is to be the world’s most sustainable brand - the pinnacle of certified organic mattresses, luxury bedding, and quality wood furniture. As a mission driven company, Avocado asks all employees to uphold its high standards of environmental and social responsibility and support initiatives and strategies that help Avocado continue to raise the bar for what it means to be a sustainable company. AGB fun facts: We’re a certified B Corp and Climate Neutral certified. We donate 1% of revenues to vetted nonprofits through our commitment to 1% For the Planet. Our products are organic certified by GOTS. Our factories are powered by renewable energy and are approaching zero waste. We care for nearly 200,000 sheep and grow and produce our own natural latex from our own farms.

Responsibilities

Ensures that all SLA’s are met by properly managing queues and helping when needed.
Leads initiatives, and represents the department at cross functional meetings.
Conducts Quality Assurance meetings with agents
Coaches team members for performance, and catches them doing things right
Respond to customer inquiries via calls, chats, and emails.
Maintain accurate documentation of customer issues and interactions.
Route concerns to the appropriate departments.
Handle order inquiries and report vendor-related issues in line with company standards.
Request/Create store credits for delays or issues as needed.
Handle Level 2 escalations and effectively resolve customer issues.
Respond to return inquiries and assist customers with product troubleshooting.
Address comfort-related issues and provide effective solutions.
Handle social media inquiries and manage CSAT and Yotpo reviews.
Understand all shipping costs and make informed decisions that benefit the customer, the company, and the planet.
Handle BBB and AG cases with a focus on resolution and customer satisfaction.
Manage shipping downgrades and file shipping claims to ensure timely and accurate deliveries.
Process requests for Real ID updates and address changes efficiently.
Monitor inventory levels to provide proactive support for out-of-stock items and delays.
Serve as the approver for marketing initiatives using Jira, ensuring alignment with company standards.
Respond/dispute chargebacks update invalid addresses as necessary.
Manage mold-related issues and facilitate replacements as needed.
Address warranty claims and ensure proper resolution for customers.
Coordinate donations in line with company policy and community engagement initiatives.
Process refunds in a timely manner to enhance customer satisfaction.
Manage and coordinate product returns efficiently to streamline operations.
Process and manage tax exemption requests, ensuring compliance with applicable regulations
Review and approve shipping invoices to guarantee accuracy and timely payments to vendors.
Handle PayPal account disputes and refunds, providing efficient and effective resolutions for customer issues.
Address and resolve disputes related to Affirm transactions, maintaining clear communication with customers throughout the process.
Assist with on-boarding/Training QA coaching Call Shadowing
Monitors adherence to policies, department standards, and procedures
Assist with back end reporting
Educate and mentor team members on all functions performed by Senior CX III, ensuring knowledge transfer and skill development within the team
Maintain performance above department averages for performance metrics, including Performance Reward Program, Quality Assurance, Customer Satisfaction surveys, calls, chats, e-mails, tags, and time logged in queues.
All other assigned duties.