Headquarters: Montreal, Canada
Nathan James is looking for a Customer Happiness Agent to join our team and embrace its mission to provide world class customer service and create customer delight.
Design-first home, People-first company.
We are a design-first, home furnishing company focusing on the habits of urban dwellers and first time home buyers. We pride ourselves on the best in class customer happiness, providing the highest possible quality products that are affordable for the majority and assembly that isn’t dreadful.
ABOUT THE ROLE:
Our Customer Happiness Agents are responsible for providing world class customer service and support via email, phone, and SMS for customers who purchased Nathan James products directly from our website or from our retail partners like Amazon and Wayfair. You’ll help us answer product questions on our retail customer’s website, 3rd party websites, and from inbound inquiries. You’ll also have ample opportunities to develop new and improve existing processes that further our mission in creating customer happiness and delight.
We expect our Customer Happiness Agents to be well-versed in basic conflict resolution techniques that resolve problems and turn lemons into lemonade. We also make it easier for you to resolve conflicts, because we surprise every customer who contacts us with a problem by sending them a box of premium chocolates following resolution of their issue.
During training, you’ll be expected to be proactive in your process and learn quickly. Once fully up-to-speed (2-3 months), you’ll write about 20-30 emails per day. This is a significant volume, so be sure that you’re ready and able to deal with that kind of daily load — you’ll get all the support and guidance you need along the way!
We have a rhythm to our work and a very low turnover rate — we have yet to have a single team member opt-out. Your voice matters to us. We make change from fresh perspectives and appreciate new viewpoints, so you should feel comfortable speaking up about your values and goals.
We’re ready for the ongoing work that goes into building an inclusive, supportive place for you to do the best work of your career. Our values, workplace, and our benefits are designed to support a sustainable, healthy relationship with your work. Our operating values provide the framework we use in building a healthy, resilient organization.
You can expect a mindful onboarding process with ramp-up and time to learn. You can expect a team that listens, and to be heard. You can expect to give and provide direct feedback. You can expect to work with good people. You can expect to be counted on. You can expect to do your best work and build a career here.
We’re looking for some great writers and clear speakers who love helping people, so you should enjoy making frustrating situations simple and painless. This means being a great problem-solver with the ability to process and resolve issues quickly. You should be a stellar communicator, even when you have to communicate less-than-stellar news. You should have highly tuned senses of compassion and empathy and a drive to constantly help others.
You love supporting people and being an internal advocate for the customer. This isn’t a springboard into another area at Nathan James. You want to be a part of our support team for a while, and you’re excited to contribute to making Nathan James the best in class customer happiness brand.
We would like to see a minimum of three years experience in similar, consumer goods customer support roles. While it is not required, it is strongly preferred that your previous experience was within an eCommerce company or division. You may have a degree or you might not. That’s not what we’re looking for. We care about what you can do and how you do it.
This position has a shift requirement of: Monday to Friday; 11am EST - 7pm EST (UTC -5:00).
This is a remote role, since we are a remote company! You’re free to work where you work best, anywhere in the world where you can have a quiet place to take phone calls: home office, coworking space, coffee shops. While we currently have an office in Montreal, you should be comfortable working remotely—most of the company does! That hinges on effective writing, self-discipline, and comfort with open communication.
BENEFITS & PERKS:
Our benefits are all aimed at supporting a life well lived, both at work and away from work.
We’re all about reasonable working hours, sharing, ample vacation time, wellness, education, comfort, and giving back. See our benefits and perks here