Job Description

Do you love chatting with families about their adorable babies all day long? Are you passionate about helping families find solutions for their kids? Tubby Todd Bath Co. is looking for a full-time Customer Service Representative to join our Carlsbad team and support our rapidly growing and fast-paced company. Founded in 2014, Tubby Todd Bath Co. is all about good, clean fun for the whole family. We created Tubby Todd with sensitive-skinned babies in mind, and each product works hard to nourish, hydrate, and gently soothe skin from head to toe. 

JOB OVERVIEW 

This Customer Service Representative will interact with customers through email, live chat, social media, and in person at our Carlsbad store front. This role supports our company vision to create connections with millions of families a year by building relationships and exceeding customer expectations. You will be responsible for responding to product related questions, resolving shipping errors, authorizing returns, and assisting customers through the ordering process. This person will need to be available to work in person at our Carlsbad office Monday through Friday and will need to be available for occassional weekend shifts. 

JOB DUTIES AND RESPONSIBILITIES: 

• Handle an average of ~100 incoming customer messages per day, exceed customer expectations and seek out opportunities to surprise and delight. 
• Demonstrate use of good customer service skills and instinct to problem solve. 
• Help customers navigate our product assortment and find the best fit for their body care needs. 
• Make decisions regarding warranty issues and process returns and refunds accordingly. 
• Process transactions through various e-commerce platforms including Shopify and Stripe. 
• Respond to inquiries regarding the status of orders and reconcile shipping issues. 
• Be enthusiastic and curious about the industry and bring knowledge and experience to your work each day. 
• Be ready and willing to take on special projects and training as assigned, and to complete those projects with thoroughness and accuracy. 

THE IDEAL CANDIDATE SHOULD HAVE: 

• A minimum of 1-2 years’ experience working directly with customers 
• Experience with e-commerce platforms preferred 
• Strong social media skills 
• Solid written and verbal communication skills 
• Ability to multi-task and demonstrate flexibility 
• Strong decision-making skills to handle customer service issues 
• A genuine desire to connect with and help others 
• Willingness to work on Saturday from home

Customer Service Representative  

Job Description 

The Role:  

The Customer Service Representative will interact with customers through email, live chat, social media, and in person at our Carlsbad store front. This role supports our company vision to create connections with over 1 million families by building relationships and exceeding customer expectations. You will be responsible for responding to product related questions, resolving shipping errors, authorizing returns, and assisting customers through the ordering process. This person will need to be available to work in person at our Carlsbad office Monday through Friday and will need to be available for occassional weekend shifts. 

Job Responsibilities:  

Community:  

• Respond to all customer requests and inquiries within our CRM Platform and our social media channels. 
• Ensure timely and accurate communication while being friendly, personalized, and engaging. 
• Create a warm, fun, and family friendly environment in the Tub Hub. Always welcome guests with a smile!
• Assist Tub Hub customers with enthusiasm and follow their schedule. Take as much time as they need to answer any questions and help them complete their purchase. 
• Support Tubby Todd events both onsite and remote when scheduling allows. 
• Offer feedback and suggestions to help maintain and improve customer service standards and procedures. 
• Communicate with the team and your manager on trending issues. Always ask for help when needed to resolve complex or challenging customer issues. 
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Partnerships:  

• Support the marketing team with influencer gifting needs. 
• Support social media growth through genuine communication. 
• Respond to all tagged content and messages in our social media community including Instagram, Facebook, and TikTok and log track the shares. 
• Support the marketing team with events onsite and remote as needed. 
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Product:   

• Manage incoming returns/exchanges and document issues as needed. 
• Assist with tracking and reporting any trending product questions and issues. 
• Identify opportunities for product improvements by sharing customer feedback and suggestions. 
• Help maintain inventory at the Tub Hub. Ensure product displays are full and clean. Ensure backstock is organized. 
• Utilize built in macro responses and available FAQs to respond to product questions accurately. 
• Ensure any questions that are unfamiliar or new are run through supervisor channels for compliance with responses. 

Environment:  

• Help maintain the Tub Hub environment by ensuring office supplies are stocked, kitchen is organized and stocked, bathrooms are checked daily, and garbage is taken away promptly as needed. 
• Help promote a positive and supportive team environment through all communication with the team.
• Offer feedback when needed to the appropriate supervisors with the goal for improving the Tub Hub for all employees. 

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