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Jobs at Spirithoods

Welcome to SpiritHoods and thank you for exploring  career opportunities within our pack of passionate and creative thinkers!  We believe that every interaction or challenge can be met with a level of innovation. Because of this we expect our team members to show up with a mindset akin to that of a Solutioneer, a “we’ll find a way” attitude. As you’ve seen we aren't an ordinary company. Our primary pillars are; Self Expression, Community, Giving Back to endangered animals, and Quality in all things. We strive to cultivate an atmosphere of understanding, compassion, and creativity.  We weave these pillars through everything we do and they are central to who we are as a company and a brand. 


If you’re applying for this position you likely already have a fondness for the animal kingdom, are able to embrace change, and inherently contain a bit of oddity and fun within your DNA!   
  

Customer Service Representative

SpiritHoods DTLA

Position: Full Time
Classification: Non-Exempt
 

Position Summary:

We’re seeking highly motivated candidates who live and breathe curating an impactful and positive customer service experience while working one on one with others to deliver those results. We are looking for someone to take ownership of our Customer Service Department, bringing in novel ideas and a passion for making our current 5-star experience even better! If you have a track record for creating extraordinary customer experiences and bringing playful positivity to everything you do, then this position may be perfect for you!

The Customer Service Representative is the first voice customers hear when contacting SpiritHoods. We are looking for someone who is positive, proactive, motivated, and has great communication skills that shine through each email and Facebook response. This person should be excited and able to listen from the customer's experience and provide a solution that will turn the customer experience around, leaving them feeling acknowledged, AWESOME, and wanting to be part of the SpiritHoods Community.

Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the responsibilities of the job. 

  • Manages customer service communication i.e., emails, calls, voicemails, and Facebook direct messages/post
  • Manages customers queries and complaints
  • Submits and manages shipping claims
  • Manages and processes returns and exchanges i.e. re-bagging returns/exchanges and adding it back into inventory
  • Handles the Rewards Program, Smile.io
  • Maintains inventory database; in-stock, new releases, etc.
  • Stays up to date on marketing calendar and events to prepare for customer inquiries
  • Maintains a positive disposition when solving problems
  • Keeps the Director of Operations informed of customer suggestions, ongoing issues, and potential solutions
  • Manages immediate and real-time reporting of system glitches or issues
  • Maintains communication with outside organizations such as Shopify (and associated applications), Shipping companies (UPS, FedEx, Etc), and others.
  • Creates monthly report on customer service issues, improvement opportunities, and digital changes that affect the customer experience

Duties and responsibilities may be added, deleted, modified or changed at any time at the Company’s discretion. Changes may be made formally, informally either verbally or in writing.

Knowledge and Skills:

  • Understands the importance and value of Customer Service
  • Passionate about helping others
  • Highly detail-oriented and organized
  • Proactive and able to continuously improve the customer experience
  • Has a team mentality!
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Familiar with the following platforms (or similar ones) - Zendesk, Shopify, UPS, USPS, Facebook.
  • Experience with Skubana, Shipstation, Signifyd, Afterpay, Asana, Returnly, CommentSold, a plus
  • Must love animals and have a connection to the animal world in some way shape or form

Education Qualification and Experience:

High school diploma or GED

4+ Years of Customer Service Experience

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the responsibilities of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool, as necessary. Must be able to remain in a stationary position 50% of the workday. Work at a desk and use a computer (typical 3-button - scroll mouse and keyboard) Read documents and computer screen.

Work Environment

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position should not perform any responsibilities in warehouse.

Citizenship Requirements:

Must be authorized to work in the United States

Work Schedule:

A 40 hour workweek is standard, but at times additional hours may be required to fulfill the duties and responsibilities named above.

  

Email us to APPLY!

If this sounds enticing, please submit your resume for any of the following positions at jobs@spirithoods.com !

    Who We Are

    SpiritHoods brings the adventurous Spirit of the wild into everyday life while helping to protect endangered animals. We create faux fur animal inspired products using only the highest quality faux fur. We encourage creating new experiences, giving back, and community interaction through self-expression. SpiritHoods has evolved from festival apparel into lifestyle and home-goods.

    We aim to create unique and positive experiences in which customers feel acknowledged, empowered, and aware of their own greatness. We find pleasure in the unpredictable nature of life, and always attempt to turn an unpleasant scenario or challenge into a positive outcome of smiles and goodwill. We are more than just an apparel brand, we are an organization that empowers people and actively engages in our community with a socially empowering message of creativity and self-expression.

      YOU ARE AN ANIMAL!
      SIGN UP & EMBRACE YOUR WILD SIDE!


      WE GIVE BACK

      SPIRITHOODS DONATES 10% OF NET PROFITS TO THE CONSERVATION OF ENDANGERED ANIMALS.