Customer Success Representative (US Based E-commerce Floral Company)

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Requirements:

• 2+ years in a customer-facing role, preferably in eCommerce, hospitality, or luxury services.
• Strong communication skills (both written and verbal).
• Experience handling high-touch customer interactions with professionalism.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Tech-savvy with experience in CRM tools and order management systems.

Responsibilities:

• Serve as the primary point of contact for customer inquiries via phone, email, and chat.
• Build rapport with clients, providing personalized recommendations for floral arrangements.
• Proactively follow up with customers to ensure satisfaction and gather feedback.
• Process online and phone orders efficiently, ensuring accuracy in floral selections, delivery details, and pricing.
• Coordinate with the floral design and logistics teams to ensure timely and flawless order execution.
• Handle modifications, cancellations, and special requests with professionalism and a solutions-oriented approach.
• Address customer concerns and resolve issues quickly, ensuring a seamless resolution process.
• Act as a brand ambassador, delivering white-glove service and exceeding customer expectations.
• Escalate complex issues to senior management while maintaining proactive communication with the client.
• Identify upsell and cross-sell opportunities for additional floral products and services.
• Engage with VIP and repeat clients to enhance loyalty and encourage long-term relationships.
• Monitor customer trends and feedback to recommend improvements in services and offerings.
• Maintain accurate records of customer interactions and transactions within the CRM.
• Provide insights and data on customer trends, common issues, and service improvements.
• Assist with special projects, marketing initiatives, and seasonal campaigns as needed.