Boll & Branch

Customer Support

• Engage with customers across multiple platforms (email, phone calls and chats) which might include placing orders, inventory checks, order status, delivery status and overall general questions
• Maintain exceptional relationships with our customers and cater to their needs, personalizing and engaging during every interaction
• Investigate lost or delayed orders by tracking shipment paths via USPS, and UPS
• Process returns shipped to HQ and provide reporting and visibility as needed
• Partner with the customer insights team to surface customer feedback
• Partner with the retention team to execute marketing campaigns
• Work cross functionally to identify issues, solve problems and share communications
• Process gift cards, and hand written notes for physical gift card customers
• Manage our customer chat messages in a quick and timely manner

Customer Experience Associate