Temporary Customer Experience Agent

THE JOHN VARVATOS TEAM

The heartbeat of any brand is its people. The John Varvatos culture is full of passion, creativity, and rock n roll! With many opportunities for growth and career development, we are a company that has ambitious plans for growth, and each individual plays a vital role in achieving our goals. We recognize each individual's contributions and treat each other with dignity, respect, and fairness.

THE ROLE

PURPOSE AND SCOPE
Seeking a motivated individual to join the Customer Experience Team as a Customer Experience Agent. This role will be responsible for providing a best in class customer service experience for all inquiries through January 30, 2026. The agent will be working in partnership with a Global Contact Center, handling communication across multiple channels and reporting directly into the Customer Experience Manager. The agent will have a primary focus on resolving customer issues, handling escalations, and providing quality service solutions

WHAT WILL I BE DOING?
Handle all customer service inquiries and provide a positive brand experience via phone, email, and live chat in a timely manner with a focus on providing the highest level of customer service
Achieve or exceed a minimum of 50 cases per day
Act as brand ambassador and expert on brand policies and customer service knowledge
Learn, reference and apply product knowledge to proactively seek opportunities to convert returns and generate revenue for the business
Manage escalated contacts in an empathetic manner; display urgency and professionalism with each contact
Partner closely across departments, including but not limited to finance, logistics, product, digital, and IT, to troubleshoot customer issues
Display creative problem-solving abilities in accommodating client needs (returns, damaged merchandise) and anticipate problems to action solutions swiftly
Perform daily order review to get ahead of customer service issues such as backorders, exception orders, and out of stock orders

WHAT SKILLS DO I NEED?
Must be have an uninterrupted working environment with network connection to respond to contacts
Strong work ethic
Ability to work effectively in a collaborative, team environment/team player mentality
Self-starter & self-motivated
Must have flexible working hours/days
Strong communication (written & verbal) and organizational skills
Technology savvy
Ability to effectively prioritize and execute tasks in a fast-paced environment
Ability to immerse oneself in the brand culture and understand the John Varvatos lifestyle
Experience with customer service

WHAT EXPERIENCE DO I NEED?
Bachelor’s Degree preferred
Minimum of 2+ years of experience with 1 year in E- Commerce
Experience working in a retail environment preferred
Experience with CRM tools and web systems a plus (i.e. Dixa, Demandware, etc.)

This role is being offered at a rate of $20 per hour

WHAT WE STAND FOR

• RESPECT: We treat our team, customers, suppliers, partners and planet with respect, always. We speak respectfully about and to others. We respect our customer's valuable time, and each other's. We work as a unified team and respect each other's differences
• RESOLVE: We are determined and we do not give up. We follow through on our commitments. We take accountability and face challenges with enthusiasm
• RAREFIED PASSION: We act with utmost integrity. We seek to continually improve and respond to feedback. We advocate for our brand, customer and product
• REFINEMENT: We pay fanatical attention to the details that make the John Varvatos difference. We strive to be exceptional in all we do.