Job Details

Vacation Remote Customer Service Associate

December 2, 2024

Who we are

Join the dynamic team at Vacation, the award-winning sunscreen company from Miami USA thats on a mission to make sunscreen fun. Founded in summer 2021, Vacation has swiftly gained acclaim among consumers, tastemakers, press, retailers, and dermatologists alike for the immersive brand world and "leisure-enhancing" products that transport you to paradise and back. Vacations steady growth is in large part thanks to the companys focus on creativity and innovation, and the teams shared mission to infuse a sense of fun into sunscreen aisles nationwide. You can discover Vacation's products at leading retailers including Ulta Beauty, Nordstrom, and Target, as well as www.vacation.inc .

Role Summary

Vacation is looking for a Customer Service Associate to deliver world-class service to our customers. As our Customer Service Associate, you will manage returns / wholesale / damaged products and suggest improvements based on customer feedback. You will also track trends, update macros and build processes to improve customer happiness. Customer Service is a cornerstone of our brand, and this role is an integral part of our team. In addition to your direct interactions with customers, you will also focus on internal projects such as software support, travel arrangements, and cross-training where applicable. This role reports directly to the VP of Operations.

Your Responsibilities

External Customer Service

• Manage customer inbox via Gorgias on a daily basis; resolving tickets and issues in a timely and on-brand manner
• Process returns and maintain database of trends, resolutions, and product related issues / recommendations
• Monitor fraudulent order potential; reviewing and logging chargebacks, disputes, etc.
• Continually update customer service systems with macros, tags/rules, and other helpful entries to improve overall efficiency for the role
• Own monthly reporting into VP of Operations for customer satisfaction ratings, ticket quantity and ticket resolution

Internal Customer Service

• Lead weekly all-staff meeting
• Coordinate all company gifting
• Cross-train with operations department
• Partner with human resources team in all employee recognition efforts

What Excites Us about You

• Strong written and verbal skills that uphold brand standards and cultivate community
• A passion for hospitality, problem-solving and building process
• Experience with managing and cleaning data in Excel or Google Sheets
• Experience creating presentations in PowerPoint, Keynote or Google Slides
• Able to work independently and within a team; you have a "no task too small" mentality
• You are meticulous, organized and detail-oriented in your work
• You are comfortable in a room of experts and can be assertive in your communication style

Qualifications

• Bachelors Degree
• 2-4 years experience in customer service, preferably at a fast-paced consumer products company
• You have a sense of humor!
• Employee Equity Options
• Comprehensive Medical, Dental, Vision plans with 100% coverage for employees
• WFH stipend and an annual learning stipend