Customer Experience Guide

About Bonobos

We are on a mission to make fits and connections that inspire people to be themselves. Our Bonobos menswear brand is known for being a style instigator and offering perfect-fit risks through our innovative retail model and personalized experience. Launched online in 2007 with its signature line of chinos, Bonobos now offers a variety of styles available to order online and to try on at any one of our 60+ Guideshop locations. Our Guideshops are in-real-life stores that deliver one-on-one service and expert fit advice. Don't think traditional retail, Bonobos is something you haven't seen before.

The Bonobos team is vibrant, collaborative, and inclusive. We value self-awareness, empathy, intellectual honesty, positive energy, and judgment, often over experience. We've created a culture where collaboration and communication are paramount, all while making time for fun and celebrating extraordinary efforts.

Bonobos is seeking a Customer Experience Guide that serves as a front line, on-call resource for all customers via phone, email, and live chat. Represents the company image to customers by providing professional, courteous customer service; providing accurate and timely information; reviewing and appropriately communicating relevant company policies; remaining poised when faced with difficult interactions; and identifying high-visibility issues and escalating to managers

KEY RESPONSIBILITIES

• Demonstrate passion for excellence with respect to providing genuine care and concern for customers through multiple channels in an efficient, friendly and professional manner
• Document inquiries complaints, or comments into support database to manage follow up and communicate with teams, as well as actions taken with accuracy and completeness
• Manage multiple cases at once; conduct transaction and tender research in various systems and applications
• Enhances customer engagement by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording the reason for customer contacts.
• Possesses a deep understanding of our product catalog, tools, and technology in order to offer style advice and help customers find what products they need to fill their particular needs
• Work cross-functionally with various business partners and field leaders to resolve customers concerns; Provides thoughtful, strategic insight regarding customer needs to those cross-functional partners
• Meet or exceed all CX productivity and quality standards
• Other duties as assigned

REQUIRED EXPERIENCE & QUALIFICATIONS

• Preferred 2+ years of customer service experience, retail store leadership, or other customer-facing roles
• Proficiency in use of technology (Word, Excel, Google Suite, Slack)
• Ability to wear headset for up to 8 hours
• Open to a flexible schedule based on the needs of the business
• Must be able to work holidays and weekends as required.

CRITICAL SKILLS & ATTRIBUTES

• Must be able to work both independently and as a team
• Strong customer service skills with a high level of professionalism
• Strong decision making, problem solving, and de-escalation abilities
• Excellent listener, empathetic, and detail-oriented
• Strong communication skills across all channels, including experience within email, chat and social media
• Ability to multi task
• Positive attitude
• Passion for improving the customer experience, always places what’s best for the customer front and center
• Ability to manage case workload effectively and efficiently
• Successful as both a self-starter and in team dynamics
• Interest in fashion, retail, styling, a plus

Benefits and Compensation:

PHOENIX offers a range of benefits to help protect full-time associates health and long-term financial security including:

• Medical, pharmacy, dental and vision coverage
• 401(k) and Roth 401(k) with Company match
• Merchandise discount
• Paid Time Off
• Parental leave for new moms and dads

Part-time associates may be eligible to receive paid sick leave, public health emergency leave and to participate in the 401(k) and Roth 401(k) with Company match. Additionally, part-time associates are eligible to receive a merchandise discount, and to choose voluntary benefits through YouDecide. Full-time associates may be eligible to participate in our incentive plan.

Actual compensation offered is dependent upon a number of factors including, but not limited to, work location, education, relevant skills and experience of the candidate.

An equal opportunity employer, PHOENIX does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. PHOENIX only hires individuals authorized for employment in the United States. PHOENIX is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation to search and apply for a job position due to a disability, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to AssociateRelations@Express.com sharing the nature of your request and contact information.

Notification to Agencies: Please note that PHOENIX does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, PHOENIX will not consider or approve payment to any third-parties for hires made.