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Customer Service Coordinator

Color Factory Houston, 3303 Kirby Drive, Houston, Texas, United States of America ● Color Factory New York, 251 Spring Street, New York, New York, United States of America ● Virtual Req #60
Monday, May 3, 2021

We are looking for an experienced Customer Service Coordinator to partner with our internal departments to provide five-star customer service for our guest experience. This position offers a great opportunity for an individual to advance their career by establishing customer service standards that are aligned with the overall mission of our company.

What You’ll Do: 

  • Manage the overall customer service experience for our guests by responding to inquiries and concerns via our email and social media platforms.

  • Navigate our various social media platforms to ensure customer requests are being answered in a timely fashion. 

  • Take ownership of customers’ issues and manage the life-cycle through to resolution.

  • Identify areas of improvement for ColorShop products and guest experience and collaborate with other internal departments to implement changes.

  • Collaborate with the Marketing Team on customer service driven campaigns.

  • Set a clear mission and deploy strategies focused towards that mission.

  • Lead the expansion of guest services and support operation.


What You’ll Need:

  • Be our customer advocate! You will be their biggest fan and representative within our company and understand that their success and happiness means our success and happiness. 

  • You must have customer service experience, specifically in a virtual environment.

  • Ability to thrive in a fast-paced environment, multitasking while keeping focus on the customer.

  • Be social media savvy and have basic computer skills.

  • Possess leadership skills and/or qualities to build an efficient team.

  • Have flexible availability, including willingness to work on weekends, and outside of the "standard" work day.

  • You must be eligible to work and reside legally in the United States and be in a position to provide confirmation of eligibility upon request.



What We Offer You:


  • Medical, Dental and Vision insurance 

  • Life and Accidental Death & Dismemberment (AD&D) Insurance

  • Paid Time Off Program

  • Parental Leave Program

  • Generous Holiday Schedule

  • Work-Life Balance/Remote Work Schedule

  • Employee Assistance Program (EAP)

  • Complimentary Tickets and Friends & Family Discount



Who We Are:


Color Factory is a collaborative interactive exhibit that debuted in San Francisco in August 2017. What was intended as a month-long run unexpectedly flourished as a celebration of color and creativity that lasted for another eight sold-out months. We have since opened our flagship in New York City in August 2018, where we’ve seen consistently sold-out crowds. In 20,000 square feet, we feature brand-new participatory installations of colors we’ve collected around the city— hues that invite curiosity, discovery and play.

In October 2019, we opened in Houston, Texas. Some of our favorite artists, creatives, designers and makers have teamed up with us to tell their unique color stories and engage all of the senses in unexpected ways.

Color Factory provides a unique experience carefully designed to be enjoyed by all ages. Through guided activities, interactive installations, and special treats and surprises we hope to connect our guests to the colorful moments within our communities and in their own daily lives. 


TITLE: Customer Service Coordinator

REPORTS TO: Chief Marketing Executive
 

  • Manage the overall customer service experience for our guest by responding to inquiries and concerns via our email and social media platforms.

  • Coordinate with the marketing team on campaigns that benefit our customers which includes, newsletters, customer-focused content, social media monitoring, etc.

  • Identify areas of improvement for ColorShop products and guest experience and collaborate with other internal departments to implement changes.

  • Develop a system to consistently review communication platforms such as  social media, Google Business, Yelp page, and email to ensure customer requests are addressed in a timely fashion.  

  • Take ownership of customers’ issues and manage the life-cycle through to resolution.

  • Set a clear mission and deploy strategies focused towards that mission.

  • Develop customer service procedures, policies and standards.

  • Consistently improve customer and installer satisfaction KPIs.

  • Establish processes to generate positive customer reviews, and ensure thoughtful and prompt responses to negative ones.

  • Identify and implement strategies for up-selling and cross-selling to add value to guests and the company.

  • Keeping records of customer interactions, transactions, comments, and complaints.

  • Analyze statistics and compile accurate reports.

  • Lead the expansion of our service and support operation.

  • Recruit, mentor, and develop customer service representatives and nurture an environment where they can excel through encouragement and empowerment

  • Keep ahead of the industry’s developments and apply best practices to areas of improvement.

  • Control resources and utilize assets to achieve qualitative and quantitative targets.

  • Adhere to and manage the approved budget.

  • Maintain an orderly workflow according to priorities.

Requirements

  • Proven customer support experience, virtual environment a plus.

  • Dedication to customer satisfaction and ability to adapt/respond to different types of characters.

  • Ability to thrive in a fast-paced environment, multitasking while keeping focus on the customer.

  • Comfortability with social media platforms and knowledge of basic computer skills.

  • Ability to think strategically and to work independently.

  • Strong written and communication skills.

  • Working knowledge of customer service software, databases and tools a plus.

  • Ability to work a flexible schedule, including willingness to work on weekends, and outside of the "standard" work day.

  • You must be eligible to work and reside legally in the United States and be in a position to provide confirmation of eligibility upon request.

Other details

  • Pay Type Salary
  • Color Factory Houston, 3303 Kirby Drive, Houston, Texas, United States of America
  • Color Factory New York, 251 Spring Street, New York, New York, United States of America
  • Virtual