Description

** This position works afternoons/evenings between Saturday and Wednesday. **

The Role

Customer Service Agents get yelled at by moronic customers. Customer Service Agents mindlessly mash keyboards to regurgitate answers found in the FAQ. Customer Service Agents memorize corporate policies and blame the handbook when all else fails. Customer Service Agents check the clock every eight seconds until it's time to go home.

If you clicked this job posting thinking that a "Customer Experience Representative" sounded familiar - that it sounded like the dozens of suffocating, braindead "Customer Service" jobs you've worked in the past - go ahead and close this tab. The job isn't right for you.

At dbrand, our Customer Experience Representatives go above and beyond to offer unique, personalized interactions with our legion of fanatic customers. Solving customer's issues is only half the battle. The other half? Serving as an official mouthpiece for a brand that's renowned for their colorful, offbeat customer correspondence. You're just as likely to send someone a flippant reaction .gif as you are to help them find a lost package - both are equally valid uses of your time. Want to ship a customer a cake with a custom-tailored insult written in icing? Encouraged. We're on the hunt for intelligent, motivated individuals with razor-sharp judgement that we can mold into the Customer Experience Representatives of tomorrow. Does that sound like you? If so, keep reading.

The Environment

Still here? Excellent. Let's fast-forward a couple of months. Hate to break it to you, but COVID-19 is still going to be a thing. The Environment is probably your home - or, if you're into home invasions, someone else's. Your interactions with your team, while fulfilling and excellent, are still largely relegated to Google Meets, internal group chats, and a Discord server for after-work gaming sessions.

Now, back aboard the time machine. Welcome to the far-flung future, where COVID-19 is little more than a memory and we get to recycle our pre-COVID job posting. You're sitting in the world's most ergonomic chair, staring at dual LG 34" Ultrawides. As you and your team get into a rhythm for the day, the sound of Cherry MX Blue switches fire in harmony all around you. You just finished meticulously inspecting a draft email with the findings of your latest project: an end-to-end analysis on how to achieve 2-4 day delivery in a historically unreachable emerging market. Having once again excelled where peers of your past would have faltered, you allow yourself a moment of calm triumph before jumping back into the Zendesk inbox.

The energy of your environment comes to a halt as you don your noise-cancelling Sony WH-1000MX3 headphones. You pound an espresso and are ready to crush some more emails. The hours feel like minutes as the Zendesk inbox approaches zero for the second time in the day. You pause to survey the mezzanine. To your left, two colleagues inspect a smartphone that won’t come out for another three months. To your right, you spot the VP of Customer Experience going head-to-head in a round of billiards against the CEO as they contemplate how to more effectively engage our millions of social media followers. You make eye contact with a fellow Customer Experience Rep. The darting of his MX Master 3 comes to a halt as he gestures for you to come over and provide feedback on the r/dbrand post, announcing the release of the next limited edition skin. You quickly check the inbox and crush one last email to hit zero.

Not so fast. You’re not there yet. To make this dream a reality – to get the opportunity to maintain our world-class brand reputation and enhance the experience for our millions of customers worldwide, you’re going to have to prove yourself. Make it past the gate and your future self won’t be able to thank you enough. Let’s see if you’ve got what it takes...
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The Characteristics*

• Agile: You’re nimble. You’re adaptable. You thrive in an environment where priorities can change in an instant.
• Analytical: Your decisions are driven by only one thing: data. You continue to master all the tools necessary to surface insights.
• Collaborative: You enjoy purposeful meetings. You value the contributions of your coworkers as much as those of your CEO.
• Curious: You’re eager to learn new concepts and master new skills. There’s no useless tool in your arsenal.
• Disciplined: You never allow the details to slip, understanding that every bit of minutiae forms the bigger picture.
• Enthusiastic: You exhibit a contagious passion for providing standout customer experiences.
• Innovative: You develop new approaches to complex problems.
• Perfectionist: You persist until the smallest detail has been optimized. You know nothing less than 100%.
• Persistent: You’ve never failed. You’ve only experienced speed bumps on your path to success.
• Reliable: You live up to both verbal and written agreements. You can be trusted to work effectively, without oversight.

The Responsibilities & Qualifications

In order to make a positive impact as part of our team, your focus in this role will be:

• Providing customers with an immaculate pre-purchase and post-purchase experience via our Zendesk customer experience platform.
• Surfacing data from the goldmine that is our Customer Experience (CX) platform – identifying trends, patterns and opportunities, then using those insights to drive positive changes within the company.
• Engaging with fans and customers on various social mediums – pioneering a new model for enhancing the customer experience.
• Thinking outside the box to create one-of-a-kind brand experiences for our customers.
• Tackling projects to improve our Customer Experience workflow, from preliminary research through to final implementation.
• Keeping up to date with other departments by attending meetings and habitually checking the company’s internal communication platform.
• Contributing to and furthering our culture of excellence.

If you find a box you can’t check, stop reading and look for a company who demands less from their CX team.

• A degree, diploma, or a wealth of experience in Customer Service.
• Impeccable spelling and grammar - you’re a strong, confident, and exacting writer with a mastery of the English language.
• A robust communication style - you have exceptional written and verbal communication skills.
• Detail-oriented, self-sufficient, resourceful, organized, and proactive.
• The instinct to help teammates thrive and the openness to learn from their experiences.
• Your favourite smartphone brand is “extortion”. This is absolutely critical.
• The ability to solve complex problems through the use of logic and Google.
• Commitment to long-term growth and learning opportunities.
• Insights and engagement with the current state of internet culture and smartphone technology.

The Moment of Truth

The job starts at $42,000 per year with health, dental, vision, GRSP and profit-sharing benefits. We’re located a few minutes west of Pearson Airport, however the role is a remote-working opportunity. The successful candidate will be expected to work afternoons/evenings including weekend shifts.

Still think you have what it takes to thrive in our agile, high-growth, fast-paced environment?

To be perfectly honest, we doubt it.

That said, our company was built on the idea that every assumption can be proven wrong. When prompted for a Personal Summary during the application process, ensure that your response is no more than 500 words. It should also convince us that you're the perfect fit.

Just so we're clear, we won't be reviewing or replying to any application that does not meet the above criteria. Consider yourself warned.
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About dbrand*

Company Information

Since 11-11-11, dbrand has been the global leader in protection and customization for consumer electronics. How did we do it? The best summary we can give is our brand promise: "It's not a product. It's a culture.™" For us, making best-in-class products is just the beginning. What elevates dbrand over the competition is our focus on the finer details: personalized brand interactions, unrivaled customer support, and a social media presence that's often imitated but never matched.

Our core values, the ones that have accelerated dbrand from a basement operation to the pervasive eCommerce brand it is today, are focused around an aggressively competitive mindset. By joining our team, you'll surround yourself with colleagues who endlessly pursue perfection and thrive on performance optimization.

dbrand welcomes and encourages applications from people with disabilities. Accommodations are available upon request for all candidates, at every stage of the recruitment process - no exceptions. All of our employment decisions are made on the basis of qualifications, merit, performance, and business needs. As an equal opportunity employer, dbrand embraces diversity and has no tolerance for discrimination. We are committed to fostering an inclusive environment based on mutual respect. Everyone is valuable and we are proud of our differences - they serve only to elevate us. The option is yours: work together, or work alone... for a different company.

Job Type: Full-time

Salary: $42,000.00 per year

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