CX Associate, Part-Time

Is this job for you? 

When a customer inquiry on our website or phones in, you are the very first person with whom they will encounter. Whether it is a customer’s first-time shopping with Faherty, or they are a loyal shopper, your role as a CX Associate is critical to the success of delivering exceptional guest experiences and ensuring clients leave with results that are nothing less than amazing.

Having an intimate knowledge of our Faherty products and of product locations will make you successful in your role. You will be responsible for staying consistent with the Faherty message, communicating in a positive manner with the customer, and educating our customers on the value of our Faherty product. You will also be responsible for managing all customer questions about the products and services that we offer. You are expected to continuously update your knowledge of our products, services, and policies.

What you’ll do:

• Your primary job duty includes maintaining a positive attitude and focusing on customer satisfaction
• Work closely with customers to determine their needs, answer their questions about our products and recommend the right solutions using Faherty product
• To be successful as a CX Associate, you will be proactive in answering 200+ customer inquiries through our multiple channels including phone calls, emails, and live chats
• Utilize your active listening skills and proficient writing skills in order to take control and promptly resolve customer complaints, issues, and to ensure maximum client satisfaction
• Participate in product knowledge sessions and weekly touch-bases with your manager to learn customer service and sales techniques on closing sales, upselling to achieve specific sales goals as assigned by Faherty management
• Master our internal point of sale systems in order to efficiently and effectively process customers orders
• You will learn to communicate directly with our store teams to manage the shipment of merchandise to customers 
• Collecting and acting upon how customers view Faherty products, support, and company is invaluable
• Help us improve our customer service, design, product, marketing, and technology by providing detailed notes about all customer interactions 

What you’ll have:

• 1+ year of recent customer service experience
• Must be available for 20-29 hours per week
• Available to work daytime/nighttime and weekends
• Ability to navigate multiple computer applications
• Excellent written and verbal communication skills
• Ability to convey personality through the written word without sacrificing professionalism 
• Ability to utilize active listening skills in order to take control and resolve challenges at hand
• Adapt quickly to changing customer expectations and needs
• Enthusiastic about learning how Faherty products are produced and how they fit 
• Ability to work autonomously and productively 
• A keen understanding of policies and procedures, along with the ability to apply these quickly, correctly, and thoroughly
• A fun, upbeat, and patient attitude! 

We aim to pay competitively for our size and industry. The base salary range for this position is $21.00-$22.00 per hour, but we will consider skill level and experience to determine the final offer. In addition to salary, we offer all Faherty employees the opportunity to bonus, as well as benefits and perks, outlined below

Why Us, You Ask!:

• Medical, dental, vision, and ancillary benefits
• 401(K) Plan with company match
• Quarterly Merchandise Allowance
• Bonus Program
• Commuter Options/Benefits

A bit about us:

Founded in 2013 by Mike and Alex Faherty and Kerry Docherty, Faherty is a family-run lifestyle and apparel brand fueled by purpose and optimism. Our goal: to build a new American legacy by creating high-quality, sustainably minded, feel-good favorites that will bring you joy to wear.

We feel a deep responsibility to do things differently: to promise comfort without compromising quality. To hold ourselves to a higher standard with a lower environmental impact. To leave the world a better place than we found it.

We recognize the impact the fashion industry has on the world, and we’re dedicated to learning how to be better stewards of the planet. We believe the power of conversation and connection can make real change, and we’re committed to supporting people and organizations doing work that we believe in.

Our passionate leadership team comes from different backgrounds but share a singular goal: to deliver on our promise of comfort and craftsmanship. To work side-by-side in a collaborative, energetic, and creative environment every day, like the family we are.

We welcome everyone — and we mean everyone. We believe a diversity of viewpoints, experiences, and backgrounds only serve to make our team stronger, which is why we strongly encourage those from historically and systemically marginalized communities to apply: BIPOC, women, and people in the LGBTQIA+ community, to name a few. We strive to lead consciously, bravely, and inclusively — and to reflect those values in our work. We live by six key pillars:

Be The Best

Stay Authentic

Better Together

Spread Good Vibes

Deliver On Promises

Lead Consciously, Bravely and Inclusively

Remain compassionate. Stay focused. Seek joy. Let’s make the world a better place.