CUSTOMER EXPERIENCE SPECIALIST


We are looking for a confident personality to take ownership of this department, make improvements to current processes and more importantly, strategize and implement a new Concierge Service for the brand.

CUSTOMER EXPERIENCE SPECIALIST 

 

Location: Dallas, TX USA

This summer was our highest sales quarter for the JBW Website, and our strong customer service was a big part of this success. As a result of this exponential growth, we have formed a new position - the Customer Experience Specialist, who will work alongside our Creative team to overhaul the overall customer experience for JBW.

We are looking for a confident personality to take ownership of this department, make improvements to current processes and more importantly, strategize and implement a new Concierge Service for the brand.

 

RESPONSIBILITIES:

  • Review our current Customer Service program and identify opportunities of improvement across all brand touch points.

  • Oversee up to 2 Customer Service reps and the day to day operations of our Customer Service department

  • Implement Customer Success best practices and new initiatives, customized for the JBW brand

  • Respond to and support escalations on email, live chat, phone and social media platforms

QUALIFICATIONS:

  • 2-3 years Customer Success experience required

  • Passionate about customer service and empathetic

  • 1 year supervisor/managerial experience preferred

  • College degree preferred (any field of study)

  • Previous experience with social media accounts and escalations

  • Excellent verbal and written communication skills under pressure

 

 

ABOUT GRAND TIME:

WE BUILD FASHION & LIFESTYLE BRANDS.

Based in Dallas, our vision is to build an iconic, global house of lifestyle brands fueled by a culture of relentless curiosity and creativity. Innovation and creativity drive us forward on a daily basis. Our diverse team is involved in all facets of building and running our brands. We do all the heavy lifting in house and work with strategic partners along the way.

The GRAND TIME Studio is tucked away in the historic Deep Ellum district of Dallas. The studio functions as our brand’s design office and retail store combined with a collaborative workspace.

From here, many designs are born and brought to life. Our studio is essential to the innovation and creativity of our brand.