Customer Service Representative

Job Title: Archipelago Consumer Customer Service Representative, Day Maker
Archipelago Companies, a portfolio of highly successful consumer lifestyle brands, is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands, including OluKai, Kaenon, Melin, Roark, are leaders in their respective markets, offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies, we pride ourselves on our commitment to integrity, and we strive to create a culture of excellence in everything we do. If you are a driven and innovative individual with a passion for consumer brands, we invite you to apply for our open position and become a part of our dynamic and growing team.

As a Day Maker you must have strong communication skills, be highly organized, and ready to take on any task assigned. We are looking for someone who can grow with our organization.

Responsibilities include but are not limited to:

Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized
Answer all calls, emails and online chat related to our ecommerce site. Including but not limited to: general questions; order placement, tracking, locating stores, and returns/exchanges
Return all phone calls and respond to all emails within 24 hours
Respond to a variety of consumer inquires, resolving issues, and directing consumers to the appropriate resolution channel when needed
Process all warranty related replacement orders
Proactively anticipate customer's needs and provide solutions
Direct and escalate requests and unresolved issues to the designated, appropriate resource
Provide information on product line and demonstrate our commitment to customer service by following up on order requests to ensure superior results
Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences
Run and review daily, weekly and monthly reports
Act as front desk backup to cover lunch and related events
Other duties and projects as assigned
Knowledge, Skills and Abilities:

Ability to perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests
Must be able to multi-task and work in a fast-paced environment
Exceptional attention to detail
Team player, enthusiastic positive can-do attitude
Excellent written and verbal communication skills
Ability to maintain effective working relationships both internally and externally
Qualifications:

Bachelor's degree required
Ideal candidate has 1+ years of customer service experience
Full Circle and Shopify Plus experience a plus
Experience working with a service desk or ticketing tool is preferred
Proficient in MS Outlook and Excel
Benefits and Perks:

The hourly rate range for this position is $19.00-$21.00 plus opportunity for annual bonus, hourly rate is based on the experience that you bring to the position
Complimentary (and amazing) chef prepared breakfast and lunch provided Monday - Thursday
Generous product gift program and all brand discounts
Growth opportunities within the Archipelago family of brands OluKai Kaenon Melin and Roark
Company bonus program
5 year and 10 year Anniversary gifts to Hawaii and other desirable destinations
In-office gym and yoga classes
Medical, Dental, Vision insurance in accordance with plan guidelines
Company paid life insurance
401k with employer match in accordance with plan guidelines
15 Days of PTO plus one additional day of PTO every year on your anniversary and 3 Floating Holidays per year
Paid beach and giveback days, bi annual team building events and other in person celebrations
Work with talented and great people who share a love of the ocean lifestyle
Dog friendly office

*Our office is open 5 days per week. This position has a hybrid work schedule 3 days in office work, 2 days work from home. Some weekend days and holidays in a rotating schedule, subject to change.

Archipelago Companies values a diverse, inclusive, and entrepreneurial workforce and culture, and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected]. Archipelago will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.