Seasonal Customer Experience Agent

Purpose and Scope

The heartbeat of any brand is its people. The John Varvatos culture is full of passion, creativity, and rock n roll! With many opportunities for growth and career development, we are a company that has ambitious plans for growth, and each individual plays a vital role in achieving our goals. We recognize each individual's contributions and treat each other with dignity, respect, and fairness. Seeking a motivated individual to join the Customer Experience Team as a Customer Experience Agent. This role will be responsible for providing a best in class customer service experience for all inquiries through January 30, 2027. The agent will be working in partnership with a Global Contact Center, handling communication across multiple channels and reporting directly into the Customer Experience Manager. The agent will have a primary focus on resolving customer issues, handling escalations, and providing quality service solutions.

Job Responsibilities

• Handle all customer service inquiries and provide a positive brand experience via phone, email, and live chat in a timely manner with a focus on providing the highest level of customer service
• Achieve or exceed a minimum of 50 cases per day
• Act as brand ambassador and expert on brand policies and customer service knowledge
• Learn, reference and apply product knowledge to proactively seek opportunities to convert returns and generate revenue for the business
• Manage escalated contacts in an empathetic manner; display urgency and professionalism with each contact
• Partner closely across departments, including but not limited to finance, logistics, product, digital, and IT, to troubleshoot customer issues
• Display creative problem-solving abilities in accommodating client needs (returns, damaged merchandise) and anticipate problems to action solutions swiftly
• Perform daily order review to get ahead of customer service issues such as backorders, exception orders, and out of stock orders

Position Requirements

• Must be have an uninterrupted working environment with network connection to respond to contacts
• Strong work ethic
• Ability to work effectively in a collaborative, team environment/team player mentality
• Self-starter & self-motivated
• Must have flexible working hours/days
• Strong communication (written & verbal) and organizational skills
• Technology savvy
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Ability to immerse oneself in the brand culture and understand the John Varvatos lifestyle
• Experience with customer service
• Bachelor’s Degree preferred
• Minimum of 2+ years of experience with 1 year in E‑Commerce
• Experience working in a retail environment preferred
• Experience with CRM tools and web systems a plus (i.e. Dixa, Demandware, etc.)

What We Stand For

• RESPECT: We treat our team, customers, suppliers, partners and planet with respect, always. We speak respectfully about and to others. We respect our customer's valuable time, and each other's. We work as a unified team and respect each other's