Customer Service Representative providing assistance in a fast - paced inbound call center for Financial Institutions. Handling account inquiries, transactions, and ensuring customer satisfaction.
About the role
- Customer Service Associate at Catbird providing support across multiple channels for customer inquiries. Managing both customer care and operational processes in a hybrid role.
Responsibilities
- Provide warm, personalized support across email, live chat, and social media within a 24-hour SLA
- Navigate multiple systems, spreadsheets, and internal tools to research order status, product details, and customer questions
- Learn and consistently communicate Catbird’s brand voice across all customer touchpoints
- Offer confident guidance on product details, styling, sizing, and jewelry care
- Resolve customer issues with empathy, clarity, and strong judgment
- Balance high-touch customer communication with detailed, manual processing and administrative work
- Independently manage administrative workflows including repairs processing, returns/exchanges, and POS-based replacements
- Investigate and reconcile discrepancies across order management systems, POS, inventory, and supporting documentation
- Partner cross-functionally with store, fulfillment, inventory, merchandising, and shipping teams to drive issues to resolution end-to-end
- Accurately document actions, decisions, and follow-ups to ensure consistency and accountability
- Manage multiple cases simultaneously while maintaining accuracy, organization, and follow-through
- Take ownership of issues from first contact through final resolution
- Communicate clearly and consistently via Slack and email
- Identify patterns, inefficiencies, and recurring issues, and flag opportunities for improvement
- Contribute ideas that help improve both customer experience and internal workflows
Requirements
- 1+ years of experience in e‑commerce or customer experience
- Comfortable working in a highly administrative, process‑heavy environment
- Naturally investigative - you like digging into details and connecting dots
- Organized, reliable, and able to manage your workload independently
- Calm, kind, and solutions‑focused, even when things get complicated
- Thoughtful communicator with a clear point of view
- Tech‑comfortable and quick to learn new systems
- Experience with jewelry or luxury brands is a plus
- Experience with Kustomer or POS systems is a plus
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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