Online Customer Resolution Manager

| Santa Monica

Who You Are:

As Fair’s Online Customer Resolution Manager, you’ll be responsible for day-to-day continuous monitoring of customer related inputs from our app reviews and social communities, including Facebook, Twitter, Instagram, YouTube and others. You’ll review and reply directly to customer online comments or route to the appropriate internal team as needed. In this role, you are Fair’s brand ambassador, creating responses that build customer loyalty, trust, and good will.

What You’ll Do:

  • Monitor Fair’s app reviews and social media platforms, including direct messages, posts on pages and @mentions.
  • Provide exemplary service to consumers by responding to product and service inquiries including clearly explaining promotions, pending sales offers, etc.
  • Forward serious complaints or customer concerns to Brand, Legal, Concierge (Customer Service) or Operations team for further troubleshooting and resolution as necessary.
  • Follow-up with customers to inquire if issue has been resolved to their satisfaction.
  • Conduct regular meetings with Brand stakeholders to review weekly social media customer interactions.
  • Track recurring issues and trends related to service and bring to the attention of appropriate teams.
  • Work with available tools and resources to provide a positive customer experience through social media.
  • Research, identify and implement cutting edge technology that will enhance and improve online consumer interaction.
  • Other duties as assigned.

What You’ll Need:

  • Bachelor’s degree in Marketing, Communication, Public Relations or similar field.
  • High degree of emotional intelligence and experience dealing with people in a customer service capacity. Call center or inbound customer support experience a plus.
  • Strong ownership mindset with exceptional follow through skills.
  • Ability to work well with team members across departments, and with people from different backgrounds.
  • Must have effective communication, writing, analytical and organizational skills.
  • Ability to multitask and simultaneously handle multiple concerns.
  • Highly motivated, results-driven, and resourceful.
  • Excellent problem-solving and decision-making skills.
  • Ability to travel as needed.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • PostgreSQLDatabases

Location

1500 feet to the Santa Monica Pier. 1000 feet to the Downtown Santa Monica Metro stop. Views of the ocean (if you're standing in the right spot).

What are Fair.com Perks + Benefits

Fair.com Benefits Overview

Our name pretty much says it all. It’s our culture. It’s the way we treat our customers, our network of dealers and our fast-growing family of employees. We believe in hard work, and we believe hard work should be rewarded. That’s why we offer equity incentives, 100% coverage of medical, vision and dental premiums for employees and their families, 100% paid parental leave for 4 months, cellphone reimbursement, 401(k) retirement plans and free lunch 5 days a week for every employee. The way we see it, better to be more than fair than not to live up to our name.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
100% coverage for employees, including their spouse/domestic partner and children.
Vision Benefits
100% coverage for our employees, including their spouse/domestic partner and children.
Health Insurance Benefits
100% coverage for our employees, including their spouse/domestic partner and children.
Wellness Programs
Santa Monica employees receive a 20% discount at neighboring yoga studio.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
We offer unlimited PTO for regular, full-time employees.
Generous PTO
We offer 3 weeks vacation for hourly, full-time employees.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Our employees enjoy healthy, catered lunches Monday through Friday.
Game Room
Stocked Kitchen
Some Meals Provided
Fair offers delicious, healthy catered lunches Monday through Friday. Our menus are vegan and vegetarian-friendly!
Happy Hours
Parking
Relocation Assistance
Relocation assistance offered depending on the role.
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Underground employee parking. Outdoor patio space for lunching al fresco.

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