Customer Service Associate

About Sloomoo Institute Institute

Sloomoo Institute is a rapidly growing interactive experience based on slime and ASMR. We are an art-inspired, immersive haven of color, design and play. Launched in NYC in the fall of 2019, Sloomoo Institute has been an enormous success, attracting hundreds of thousands of guests and billions of media impressions. Even more, slime play is known to support stress relief as much as it does your imagination! Driven by a mission to provide reprieve from the chaos of the world, the brand has close ties to mental health non-profits and a dedication to inclusion and supporting neurodiversity through our experience and our workforce.

Position Summary

The Customer Service Associate sits at the crossroads between operations and the customer. This position represents the company brand, voice and is an advocate for the customer while managing the large volume of emails, and calls with knowledge and efficiency. The Customer Service Associate excels at communication and easily builds rapport with local stakeholders to problem solve.

Responsibilities

• Maintain existing customer-success metrics through properly tagging tickets and inquiries
• Recommends and implements improvements to the customer journey
• Ensure all ticket inquiries are responded to within 24 hours
• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
• Identify and address customer needs, with a goal of total satisfaction
• Provide expert answers to questions about products, pricing, and availability while presenting to customers
• Meet customer-service department sales targets, generating leads and upselling when opportunities arise
• Follow company guidelines and procedures for communications with minimal supervision
• Recommend improvements to company processes for efficiency
• Build expert, dynamic knowledge of the company’s products and services
• Conduct research with available resources to satisfy customer inquiries
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
• Respond quickly, professionally, and accurately to customer inquiries regarding scheduling, pricing, orders, status, complaints, returns, and all other inquiries
• Maintain daily recordings and documentation of issues and resolutions for teams to review
• Escalate customer success issues as necessary

Qualifications: 

• High school diploma or equivalent
• Strong communication skills, including strong writing skills, active listening and clear articulation
• Ability to solve problems, alleviate conflicts, and escalate tactfully
• Ability to multitask, manage time, and prioritize
• Ability to work individually and as a team member
• Experience in sales
• Experience in a call-center environment
• Proven track record of meeting or exceeding sales quotas

Inclusivity Statement:
 Sloomoo Institute is a company that respects and welcomes the uniqueness of each employee and offers everyone the means to find their place and thrive. We are committed to equal employment opportunities, career development opportunities and promoting initiatives aimed at creating a culture that is meaningful, innovative and successful. Sloomoo Institute does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, age, status as a protected veteran, status as an individual with neurodiversity or a disability or other applicable legally protected characteristics.