Multi Channel Customer Service Agent

Job Description

ABOUT THE TEAM

Stitch Fix is changing the way people find what they love, and we’re looking for bright and kind individuals who are motivated by challenge to delight our clients on a daily basis. We’re all about building genuine relationships with clients and delivering a truly personalized experience every time. Our data-driven business is at the forefront of tech and fashion--you’ll help redefine retail for the next generation. At Stitch Fix, you’ll work with an amazing team of people and thrive in an environment where you can develop professionally and be your best self!

ABOUT THE ROLE

In this role, you will serve as a Multi-Channel Agent, supporting our clients via phone, email, social media, and chat services. Through these channels, you will be helping achieve the goal of delivering a timely and credible response for support through whatever method our client requests. You’ll be a master of the art of conversation — able to effectively tailor your communication style to build client relationships across many channels. You’ll be a part of a rapidly growing team and will leverage your expertise, resilience, and critical thinking skills to help us optimize our level of service across our existing channel offerings and test new channels that may emerge as our business continues to evolve.

You’re excited about this opportunity because...

• You’re passionate about creating amazing client experiences by communicating effectively in real time
• You’re excited about using your strong communication skills
• You’re motivated by challenge and enjoy the task of solving problems in unique ways
• You’re passionate and energized by a fast paced environment and supporting a variety of client inquiries
• You embrace change and are excited to find new ways to support clients, your peers and the brand

We're excited about you because...

• You have at least 1 year of experience delivering high-quality customer service through phone and/or chat support
• You have experience consistently meeting or exceeding performance metrics in a customer service center or call environment
• You are able to work non-standard business hours that may include evenings until 8pm, weekends and holidays.
• You’re passionate about creating amazing client experiences by communicating effectively in real time
• You can adapt your communication style uniquely for every client’s outreach and request
• You can effectively balance multiple chat/text conversations without sacrificing clarity or response times
• You have an ability to maintain composure and reestablish productive conversation when confronted with an escalated situation
• You can independently assess what decision to make with both a client and the business in mind when there isn’t an established protocol and a judgment call is needed in real time
• You are a quick learner who is accustomed to working with user support applications (Prior experience with ZenDesk is a plus!)

WHY YOU'LL LOVE WORKING AT STITCH FIX...

• You are encouraged to be your authentic self here, and empowered to encourage others to do the same!
• You’ll be an integral part of an organization that is on the cutting edge of changing the way people find what they love
• We love solving problems, thinking creatively, trying new things, and having fun while we work
• We offer competitive salaries and Total Rewards packages
• We have a lot of fun! Weekly free lunches, a fully-stocked snack and drink pantry, regular happy hours, lunch-and-learns, all-hands meetings, and fun surprises along the way!
• You’ll be proud to say that you work for Stitch Fix and will know that the work you do brings joy to our clients every day

ABOUT STITCH FIX

At Stitch Fix, we’re about personal styling for everybody and we believe in both a service and a workplace where you can be your best, most authentic self. We’re the first fashion retailer to combine technology and data science with the human instinct of a Stylist to deliver a deeply personalized shopping experience. This novel juxtaposition attracts a highly diverse group of talented people who are both thinkers and doers. All of this results in a simple, powerful offering to our customers and a successful, growing business serving millions of men, women, and kids. We believe we are only scratching the surface on our opportunity, and we’re looking for incredible people like you to help us carry on that trend.