About Rivals Group

www.rivalsgroup.com

We are RIVALS group. We are a brand management agency that exists to make brands successful. We do this by creating innovative product, growing revenue and affecting culture. We are able to do this because of who we are, where we come from and what our collective accomplishments say for themselves.

Position Overview

We are RIVALS group. We are a brand management agency that exists to make brands successful. We do this by creating innovative product, growing revenue and affecting culture. We are able to do this because of who we are, where we come from and what our collective accomplishments say for themselves.

Merchline is the production and ecommerce wing of RIVALS group, and we are seeking enthusiastic individuals to grow our Customer Success team. We believe that customer support is more than just answering questions, rather it directly impacts business goals through providing feedback to our client accounts team, as well as delighting end customers. Our support team is one of the main reasons for our success as a company, and is an imperative channel within our team.

As being on the front lines of the customer experience with the online storefront properties we operate, we strive to have our customer success team’s role to turn the larger tide of how customer support should be handled in the industry. We are looking for someone who is not deterred by road blocks and instead enjoys a challenge and keeps moving forward. Someone who is proactive, enthusiastic, passionate, super friendly, well-spoken and energetic. A good sense of humor is also always a plus.

You’ll love this role if you get your kicks by helping others. We’re looking for someone who loves solving problems and creating long term customer relationships. This is a great opportunity if you care deeply, genuinely and passionately about customer interaction, and about the role it plays in making a customer-centric team successful.

Responsibilities and goals you will own:

  • Respond to and resolve customer queries through email, chat, phone and replying to customers in a timely, friendly and efficient manner.
  • Facilitating end customers through our 365-day long returns process.
  • Work directly with our internal client reps to make sure end customers are happy with their orders and overall experience.
  • Assist in creating first-class Help Knowledge-Base documentation
  • Increase customer satisfaction and build loyalty through providing amazing, personal customer support.
  • Help to develop the customer support profession through sharing knowledge, contributing to blog posts, experimenting with new innovations and discussing best practices.
  • Escalate critical support issues to the appropriate internal channel

Who will love this job:

  • You like making things easier for customers and colleagues. If there’s a roadblock, you want to smooth it away.
  • You are energized by interacting with and helping people. You know that everyone has trouble sometimes, and seek to empower and educate our customers.
  • You love reading and learning about new ways of doing things. There’s always a better way.
  • You are a positive person and know how to look on the bright side.
  • You bring solutions to the table not just problems, but you aren’t afraid to point out where we’re going wrong.
  • You are comfortable with a little chaos and uncertainty. We move fast and sometimes decisions are made without all of the information.

Experience and requirements:

  • A worldview of optimism and opportunity in everything. Pessimists and/or closed-door worldviews need not apply.
  • 1+ years of previous online customer support or admin experience within the ecommerce industry, with prior experience with help desk software such as GrooveHQ, ZenDesk, Intercom, SalesForce or HelpScout, etc.
  • Required understanding and experience of GoogleApps – Gmail, Google Calendar, Sheets, Docs
  • Excellent verbal and written communication skills
  • Ability to solve problems logically and critically
  • Demonstrate effective time management and organizational skills
  • A strong understanding and working knowledge of the internet and technical concepts (eg. you understand the terms HTML, browser cache, .zip files, etc)
  • Prior experience with the applications Slack, Droplr, Evernote are a plus.
  • Overall awareness of independent music culture, fashion and merchandise is also a plus.

Reasons why you’ll love working at RIVALS:

  • Fantastic internal culture
  • Operate within a creative, vibrant and growing industry
  • 401(k) with employer match
  • Medical, dental and vision benefits available with %50 employer contribution
  • Company-wide profit-sharing opportunities
  • Salaried position
  • Flexible time-off policy
  • Supplied with all software needs: Google Apps, Slack, Droplr, GrooveHQ, Teamwork, etc
  • Screen / keyboard / mouse setup
  • Endless supply of killer coffee subscriptions & La Croix
  • Listen to jams while working
  • Regular team lunches and outings
  • There is a kegerator in the office. ‘Nuf said.

Looking for hungry, humble and smart individuals who can make an immediate contribution. Does this pique your interest? Drop us a line: team@rivalsgroup.com

RIVALS group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

http://www.rivalsgroup.com/



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