The Role:

At Freebird, the Customer Experience Associate role is all about creating unforgettable experiences for our customers—before, during, and after their purchase! We are on the lookout for an energetic, people-loving rockstar who thrives on building relationships and is passionate about enriching lives through meaningful conversations about our brand and products.

• As the heartbeat of Freebird’s reputation, you’ll ensure that our customers feel supported, heard, and genuinely cared for every step of the way. If you are passionate, self-driven, and organized, with a flair for creativity, this is the role for you! The ideal candidate is bright, friendly, confident, and excels at bringing positivity to every interaction. Bonus points if you can stay cool and collected while juggling multiple priorities like a pro!
• At Freebird, we’re setting the bar high—we are committed to becoming the gold standard for customer support in retail. We believe in investing in our team and are looking for warm, genuine, and driven individuals who are ready to make an impact and represent our brand with pride.
• Your Mission: Continuously look for ways to elevate the customer experience while sharing valuable feedback with our internal teams to keep our services innovative and on point.

Responsibilities:

• Be energized by creating customer engagement that is unique to FREEBIRD Stores and exceeds expectations and drives brand loyalty
• Know every detail of the product to make recommendations and identify each product by descriptions
• Take on a styling role and be aware of all current trends to assist customers with their orders
• Interact directly with customers via live web chat, email and phone
• Follow up post-sale with customers to ensure satisfaction and enhance customer experience
• Handle all incoming claim calls from customers and follow up as needed.
• Resolve customer issues by identifying problems and coordinating appropriate corrective action
• Communicate internally with management, sales, and warehouse regarding daily consumer activities and service issues
• Verify phone numbers, addresses and email addresses with each customer contact and update customer information
• Answer calls to assist customers with order fulfillment and service execution
• Understand and represent the FREEBIRD lifestyle and culture
• Additional responsibilities may be assigned as needed

Requirements:

• 1-3 years in a customer service-oriented role
• Retail experience preferred
• The ability to quickly, calmly and professionally engage customers to understand their questions/issues and deliver a solution with an experience that surpasses expectations.
• Impeccable organizational skills
• Strong communication skills to work most effectively with customers
• Empathetic and patient “people-person”
• A talent for critical thinking, creative problem solving and multitasking
• A proven ability to consistently deliver excellent customer service
• Proficiency to self-start, multi-task, follow-thru, follow-up - all with a focus on accuracy
• Ability to tactfully handle stressful and difficult situations using proven processes
• A demonstrated desire to learn and grow with an organization
• High level of energy, persistence and positive outlook with a team player attitude
• Weekends & nights required