We are seeking a dependable and detail-oriented Temp-to-Hire Customer Experience Associate to join our Customer Experience Team. This role is vital to ensuring smooth weekday and holiday operations by delivering exceptional customer service, maintaining efficient workflows, and supporting customers across multiple channels.

This position is initially a temporary hire with the potential to transition into a full-time role. The schedule may be adjusted during peak holiday periods to accommodate increased customer demand.

The Customer Experience Associate will handle inquiries across email, social media, live chat, voicemails, and text messages, as well as assist with returns, replacements, and other order-related issues. You will collaborate closely with the Customer Experience Specialists to address escalations and uphold high-quality service standards.

Key Responsibilities

Customer Support Across Channels

• Respond promptly and professionally to emails, social media messages, live chat, voicemails, and text messages.
• Assist customers with returns, replacements, refunds, delivery status inquiries, discounts, and back orders.
• Provide product-related information and recommendations to enhance customer satisfaction.

Daily Operations

• Maintain consistent communication with the Customer Experience Specialists and management regarding urgent issues or escalations.
• Monitor platforms such as Reddit, TrustPilot, BBB, and app issue reports.
• Forward messages and tickets to the appropriate departments and escalate when needed.

Performance & Quality

• Aim to meet or exceed established service targets and performance metrics.
• Handle complaints with empathy and professionalism, delivering timely and effective solutions.
• Stay current on promotions, product updates, policies, and procedural changes.

Documentation & Reporting

• Log customer interactions, escalations, and resolutions in company systems.
• Assist with updates, platform reviews, and ad hoc projects as assigned.

Qualifications, Skills & Requirements

• Associateʼs degree or equivalent work experience.
• Knowledge of Gorgias or other ticketing platforms is desired, but not required.
• Flexibility to adjust hours and workload during weekdays and peak holiday demand.
• Strong written and verbal communication skills, including grammar and spelling.
• Ability to multitask effectively and maintain attention to detail.
• Familiarity with Google Suite (Docs, Sheets), email platforms, and internet browsers.
• Adaptability in a fast-paced, high-volume environment.
• Professional, empathetic, and customer-focused approach to problem-solving.

Preferred Qualifications

Knowledge of ShipHero, Slack, Notion and Shopify.

Opportunities for growth and career development within the Customer

Experience team, with the possibility to move from temporary to full-time

status.

EEO Job Posting Statement

Fahlo, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.