Temporary Customer Care Specialist
Position Overview:
At OOFOS, our mission is to make people feel good through our proprietary OOfoam™ technology and innovative footbed design, company culture, and community initiatives. We prioritize empathy, inclusivity, and creativity, leaving a lasting sense of WOW! We are committed to providing exceptional experiences for both our customers and employees, fostering a trusted and inclusive environment. You’ll have the autonomy and flexibility to develop your career and contribute to our innovative products, that enable people to live life in ultimate comfort.
The Customer Care Team is looking for a Customer Care Specialist for a 3-month temporary assignment. In this temporary role, you will be responsible for delivering exceptional support to all OOFOS consumers, no matter their point of purchase. This role requires a proactive and enthusiastic individual who will connect with our consumers by answering inquiries via phone, email, live chat, and social media. Acting as a brand ambassador, you will be the voice and face of OOFOS, ensuring every interaction reflects our OOsoul and mission of helping customers ‘feel the OO’.
This is a temp, hybrid position based in our Braintree, MA office with 2 days per week in-office, covering the 11am to 7pm Eastern standard time schedule.
Key Responsibilities:
- Respond to all incoming inquiries via phone, email, chat, SMS and social media. Resolve all situations to the best of your ability and minimize escalations. Execute the autonomy given to make decisions and offer customer appeasements.
- Act as the first point of contact for escalated customer interactions that are not resolved by automated responses.
- Process orders in the most cost effective (profitable) and timely manner
- Assist consumers with website navigation, product questions and any other experience inquires. Understand the importance of customer lifetime value and how customer care actions impact it.
- Meet outlined daily, week and monthly KPIs. Adhere to policies and procedures around interaction documentation.
- Adopt new and evolving technology, including but not limited to, CX platform, AI functionality, Fraud tools and all other systems that impact SEO and the consumer experience.
- Make all decisions and take all actions with OOFOS’s mission of making people feel good at the forefront.
- Become a product expert! Learn and share all there is to know about product and technology with all valued consumers.
- Understand and make decisions knowing the impact to customer reviews, social media posts and public sharing. Become a subject matter expert on process / tools and participate in team-based knowledge sharing and training.
Requirements:
- 3+ years of Customer Service experience preferably within business to consumer or consumer products industry.
- Advanced using Microsoft Office suite (Word, PowerPoint, Excel, and Outlook)
- Proficiency in customer service software.
- Experience streamlining and improving processes.
- Strategic thinking in all interactions with OOFOS customers.
- True passion to make the consumer “feel the OO.” Demonstrated empathy and courtesy.
- Strong written and verbal skills, accuracy, and attention to detail. Ability to demonstrate all while multi-tasking and staying organized.
Leadership/Cultural Requirements:
- Cultural fit - matches up with the OOFOS OOsoul
- Highly motivated, organized individual with ability to prioritize multiple projects and deadlines
- Self-starter who can identify new opportunities, analyze a problem, and develop tactics/strategies to drive growth
- Outstanding communication and consumer focus required
- Ability to work well in a team environment under aggressive timelines
- Ability to create relationships with fellow teammates and foster a positive team environment
- Proactive tendencies and detail oriented
