Seasonal Customer Experience Agent

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 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.

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, 2027. 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

• 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

• 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

• 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.)

• 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…