Seasonal Customer Service Coach (Work from Home) job in Brooklyn

Uncommon Goods is a fun, fast-paced online retailer offering unique designed merchandise with a focus on gifting. Our team consists of friendly, hard-working, big-thinking people who care about our impact on the environment and the world. Located in Brooklyn, NY, we are also a founding member of B Corporation, a carefully screened network of socially responsible businesses.

As a Seasonal Customer Service Coach (Work from home), you’ll work from home to help us ensure that our customer service team is continually providing the highest level of service to our customers via phone, email, and chat. You’ll learn the ins and outs of each of our seasonal roles so that you can become an expert in all areas and provide performance feedback to our newest team members. Your goal is to encourage and motivate each of our seasonal team members to perform at their highest levels. This seasonal position lasts through December 20.

Essential Responsibilities

• Prepare performance assessments for our seasonal team members.
• Conduct formal coaching sessions with seasonal team members.
• Provide on-the-spot coaching, motivation, and feedback.
• Maintain records of team member performance throughout the season.
• You’ll learn by doing and you’ll have the opportunity to work directly with our customers each week via phone, email, and chat. This direct interaction will allow you to keep your finger on the pulse of the customer experience, making you a stronger coach.
• You’ll participate in calibration sessions aimed at ensuring that each member of the coach team is providing fair and balanced feedback and advice.

Minimum Qualifications

• What we care most about is your ability to identify a problem and work with the team member to resolve it as well as your ability to encourage team members to try new approaches if they’re struggling.
• Excellent communication and listening skills.
• Your written communication must be flawless.
• Extensive experience with problem-solving, de-escalation techniques, coordinating and executing issue resolution.
• Strong track record of improving others’ performance through feedback, training, and encouragement.
• Responsive and flexible, open to change in processes, and ability to take clear direction.
• Applicants must be self-starters who are able to work with minimal direction and achieve efficiency targets.
• This is a 100% remote position. Applicants must be able to work from home in a quiet location with minimal disruptions.
• Applicants are expected to provide their own computer, reliable high-speed internet, a headset, and a desk or table and a chair to work on.
• Applicants must have video capabilities for meetings, training, and coaching sessions.
• We are only accepting applications from people located in New York.

Preferred Qualifications

• Previous experience in a customer service environment is preferred, but we are willing to train the right candidate. Former successful coaches have had backgrounds in education, office administration, psychology, studio directing, sales, and retail management.
• Applicants should have basic tech troubleshooting skills such as knowing how to reset a router, update their computers and browsers, and fix video, sound, and headset issues.
• Prior experience with Slack. Teams, OneDrive, Zendesk, video conference apps such as UberConference and Zoom, and working on a VPN are preferred, but we are willing to train people without this experience.

Benefits & Company Perks

• Competitive hourly wage at $22/hr
• 40% discount on Uncommon Goods merchandise

Uncommon Goods is an Equal Employment Opportunity Employer