Client Service Associate

Atlanta, Georgia (US)
10 Jan 2022
10 Feb 2022
Customer Service
Contract Type
Full Time

HODINKEE is a fast-growing media brand and shop that makes watches accessible to everyone. Over the past decade, founder Ben Clymer has grown HODINKEE into a thriving company of creatives. Our team now consists of writers, editors, designers, photographers, podcasters, engineers, and so many other key players who cement HODINKEE’s position as the most trusted source for watch news and products. We have a website. An app. A podcast. A magazine. A retail business. And more. HODINKEE’s goal is to bring readers and consumers the best in wristwatches in a way that’s approachable, authentic, honest and fun.

What You Will Do 

Our CS Associate is a crucial part of our Client Services team — a champion at task management, a get-it-done work ethic in their desire to jump in and help and a key role in helping HODINKEE in meeting their goals. He or she will learn our business from the ground up, from buying watches, to selling watches and accessories, to handling post sale support inquiries. He or she will start out by learning the fundamentals of what powers our stellar client experience, with a clear path towards growth within the Client Services Team. 

This role requires someone who can back up their enthusiasm with stamina and results. This person will master the art of “other-centered” communication and will provide issue resolution that results in raving fans. It is perfect for someone who is already familiar with or is willing to learn the eCommerce space, willing to tackle some long hours, and wants to work their way up within the organization.

In this role you will...

  • Address client inquiries via inbound phone calls, e-mail, social media, and live chat, consistently meeting response time SLAs 
  • Developing a strong understanding of HODINKEE’s overall workflow and policies to provide a remarkable client experience
  • Independently and proactively resolve client issues related to shipping, exchanges, refunds, warranty repairs and more using correct procedures
  • Always maintain a positive and helpful attitude with customers, utilizing a customer-first and other-centered approach
  • Handling client interaction surrounding the initial procurement process, including processing all initial offers and final offer acceptances, creating shipping labels, and facilitating cross-department communication to elevate the client experience 
  • Consistently and thoroughly follow-up on client service matters
  • Adhere to work schedule with regard to start/stop times and breaks, understanding that customer interaction may necessitate some deviation from the schedule and that weekend work hours may be expected
  • Utilize necessary systems and software with accuracy and efficiency
  • Assisting in the creation of processes and workflows that enhance the team’s ability to provide unique and better solutions

Who You Are

  • 2-3 years of administrative, sales, or retail experience
  • Proficiency with Google Workspace, Gmail, and Excel
  • Comfortable multi-tasking and problem-solving in a fast-paced environment while maintaining extreme attention to detail
  • The ability to focus on goals while keeping customer experience at top of mind
    A lack of fear of asking questions
  • Able to multitask while maintaining extreme attention to detail
  • Experience working with luxury goods such as watches, jewelry, fine art, and/or leather goods
  • Experience in after-sales service and support
  • Experience with Kustomer, HubSpot (or other CRMs), and Shopify is a plus
  • Knowledge of wristwatches a plus
  • Comfortable with team-based work structure
  • Able to demonstrate flexibility on the job and comfortable with multi-tasking and problem-solving in a fast-paced environment
  • Possess top notch communication skills - verbal, written, and visual – that can be shared with a wide variety of people while remaining clear, concise, and diplomatic
  • Able to remain stationary for extended periods of time

HODINKEE is proud to be an Equal Employment Opportunity Employer. We’re committed to a diverse and inclusive workplace and strongly encourage applicants from all backgrounds and walks of life.