CUSTOMER EXPERIENCE INTERNSHIP
Open Applications: Monday, August 12th – Friday, August 30th, 2019 at 11:59pm EST
Interview Timelines: Continuous throughout the application process
Internship: 12 weeks starting Monday, September 16th through Friday, December 6th
An undergraduate, currently enrolled at an accredited university in the United States
Must be able to commit to a 12-week part-time program starting Monday, September 16th through Friday, December 6th
Must be authorized to work in the United States
Once you apply, we will provide regular status updates to all applicants on a rolling basis. Based on your background and interests, you will be matched to, interview with, and work on a team for 11 weeks during the summer. You can view a list of our teams below. The team at Faherty Brand doesn’t like to say good-bye to talented and high performing individuals. Therefore, should a full-time opportunity become available, we encourage high performing interns to throw their hat in the ring for consideration.
Roles & Responsibilities
YOU ARE HERE TO MAKE A DIFFERENCE
When a customer inquiries on our website or phones in, we are the very first person with whom he/she will come in contact with. Whether it is a customers first time shopping with Faherty, or they are a loyal shopper, our roles in CX is critical to the success of delivering exceptional guest experiences and ensuring clients leave with results that are nothing less than amazing.
This an incredible opportunity to impact the experience by supporting and leading alongside the CX management the implementation of our new CRM platform and Customer Loyalty project. Both critical projects, you will be part of a team responsible for opening up new lines of communication with our customers, setting our tone of voice and delighting our customers daily whilst ensuring their custom is repeated, recognized and rewarded. Having an intimate knowledge of our Faherty products and of product locations will make you successful in your role alongside an awareness of omnichannel shopper experiences.
You will be responsible for staying consistent with the Faherty message, communicating in a positive manner with the customer and the wider Faherty team, and educating our CX team on the value of our new CRM software. You will also be responsible for dealing with any and 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.
MAJOR AREAS OF RESPONSIBILITY
Your primary job duty includes maintaining a positive attitude and focusing on customer satisfaction. You will work closely with the CX team to understand the complex needs when creating an omnichannel CX department. Encompassing the following:
CX OPERATIONS: To be successful as a CX Associate, you will be proactive in answering some 200+ customer inquiries through our multiple channels including: phone calls, emails, and live-chats.
CX OPERATIONS: You will 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.
CX OPERATIONS: Another key responsibility is mastering 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.
CX SYSTEMS: Partner with the CX Management and Senior Associates to implement our new CRM software and communications channels (Chat/Email/Phone/Social Media). Project lead, train and create tools to help with a smooth transition across the entire Faherty estate, inclusive of Customer Tone of Voice.
CX GROWTH: Partner with finance, ecommerce, marketing and other areas of the business to create a loyalty program that transcends retail and ecommerce resulting in repeat custom, increased cusotmer lifetime value and satisfaction.
Collecting and acting upon how customers view Faherty products, support, and company is invaluable. You’ll help us improve our customer service, design, product, marketing, and technology by providing detailed notes about all customer interactions.
A high level of computer literacy
Ability to commit to a part-time schedule (16 to 29 hours per week)
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!