Customer Advocacy Agent, Holyoke MA

About the role

The Customer Advocacy Agent role bridges the gap between the operations team and customers, ensuring the 100% happiness guarantee. This role is an active, on-floor position in our Henderson Operations Studio.

Responsibilities

• Proactively reach out to customers daily, handling necessary order changes and informing them of production issues.
• Monitor the @cxcustomeradvocates tag in Slack to answer questions and provide guidance to remote CX agents.
• Serve as an active presence on the operations floor, bridging the operations team and customers.
• Collaborate with the operations team on high-priority orders, including fragile or high-value artwork, tight deadlines, and VIP customer requests.
• Prepare and return unframed artwork to customers or retail locations in accordance with company standards.
• Develop deep brand and product expertise to serve as a go-to resource for the operations team.
• Attend bi-weekly 1:1s with the team lead and weekly team meetings to discuss workflow updates, strengths, areas for improvement, and new ideas.
• Maintain a current understanding of changes within the company, including factory production procedures and CX organization updates.
• During peak periods, flex into other channels as needed to maintain service levels and uphold our 100% happiness guarantee.

Requirements

• 2+ years of experience in a customer service role.
• Proactive, positive, and self-directed.
• Excellent verbal and written communication skills.
• A collaborative team player who thrives in a fast-paced, ever-changing environment.
• Passionate about home, design, and the Framebridge mission.

Qualifications

• High school diploma or equivalent.
• Experience with customer service software and tools.
• Strong organizational and multitasking skills.
• Ability to work independently and manage multiple priorities.

Skills

• Customer service skills.
• Problem-solving abilities.
• Attention to detail.
• Communication skills.

Benefits

• Full medical, dental, and vision benefits.
• Gross retirement program — 401(k) and employer-funded pension plan.
• Generous 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.

Pay

$18.00/hr

Schedule

Full-time