About the Role
The ideal candidate is comfortable working in an environment that is deadline driven, fast-paced, highly collaborative, and ever-evolving. This position will suit candidates that approach things proactively and have result-oriented attitude.
Flexibility, accuracy, prioritizing, and multi-tasking are essential. You approach every situation with the goal of providing world-class customer service. You are reliable, responsible, resource driven and have an eye for details.
Responsibilities
- Customer relations. Provide our customers and community with outstanding support via email, phone (limited) and all social media channels — both reactively and proactively. Troubleshoot customer issues and find quick and sustainable solutions. Identify areas for improvement based on customer feedback. Be a problem solver: turning stressful/contentious situations into opportunities to help customers.
- CRM. Assist Office Manager with our customer loyalty and retention program to help drive e-commerce sales growth.
- Community engagement. Work closely with Office Manager to build creative content and develop strategies to grow the community both online and offline.
- Social Media. Create compelling visuals, writing content and be the voice of the brand on all social media channels.
- Keep management team up to date on the best voice, platforms and tools on social media.
- Monitors discussions, resource postings, and trends within the community. Identifies and reports trends in usage and advises on potential opportunities.
- Networks with community members and identify Community Ambassadors. Train and empower Community Ambassadors to participate on a more significant engagement level.
- Monitors and measures the success of community engagement (i.e. number of users, number of discussions, etc.). Identify, analyze and report on community trends to internal team.
- Internal communications. Work closely with our operations team to ensure operational efficiency and that customer requests are being met. Communicate clearly with all team members in order to find solutions for customers’ needs.
- Assist with miscellaneous office administrative tasks.
What we are looking for
- Solid academic background in a related field with 3-4 years relevant industry experience.
- A degree in communications is preferred (though not a requirement). A background in writing is a plus.
- Passion for delivering an exceptional customer experience.
- Empathy and attention to detail with respect to customer needs.
- Impeccable communication skills, both spoken and written, and a passion for building relationships.
- Attention to details and organization.
- A can-do attitude: No task is too small or too daunting.
- Have an eye and interest in good design.
- Great time management skills, thrives on multi-tasking (but still have focus for each task) and don't easily get stressed under pressure.
- Can joke with class or communicate with compassion. We need someone who is relaxed, but professional in their verbal and written communication skills.
What we offer you
- Competitive salary commensurate experience.
- Huge potential growth with the company. We prefer to promote within the company. You'll be working with a wide variety of interesting people and companies from Fortune 500 leaders, artists, photographer, film makers to top notch brands.
- Be involved in discussions about how to build and maintain a top-notch customer experience.
Be in touch
Please write to us with a short story why you'd be the perfect fit and make sure to put "Career: Customer / Community Relations Executive" on the subject line. Share with us your past experience and why Lumio. We’d love to learn more about you!
Make sure to include the following in your email:
- Resume highlighting relevant experience
- Cover letter including: Reason for wanting to join the Lumio team
- A brief description of a favorite design object/space (100 words or less) A short writing sample: please describe an exceptional customer service experience you have had, give us all the details.
