KREWE is an independent, high-fashion eyewear brand rooted in the vibrant culture and boundless creativity of our hometown, New Orleans. Since our launch in 2013, KREWE has grown into a dynamic and evolving brand known for its distinctive, handcrafted sun and optical frames. Designed in New Orleans and meticulously crafted with exceptional attention to detail, our eyewear reflects a commitment to quality and individuality.

Our presence spans brick-and-mortar boutiques, innovative mobile and tiny house concept stores, and a thriving e-commerce platform. You can also find KREWE at premier independent shops and major retailers across the country. Celebrated for our unique approach to design, KREWE has cultivated a loyal following among style-conscious consumers and influential tastemakers.

As we continue to expand, we’re looking for passionate, driven, and innovative individuals to join our talented team. At KREWE our work is fun, intense, and fast-paced. We believe our people are our greatest asset and those that work at KREWE are high performing, passionate, and ambitious. People here work hard because they believe in [our mission] and the brand. At KREWE, you will be given the opportunity to own your role and truly make a difference, no matter your level. If this sounds like the right environment for you we invite you to apply below. 

The Customer Experience Specialist has the opportunity to gain experience with a luxury goods retailer curating customer service at all operational levels. This is a primarily guest-facing role, whose main objective is to support customers with all inquiries and solve them in a timely manner.  The Customer Experience Specialist is a critical point of contact for all KREWE customers and is responsible for finding resolutions and supporting them throughout their entire customer journey.  This role reports directly to the Customer Experience Manager. The role works both independently and as a part of a larger Customer Experience team and will gain knowledge of the inner workings of an independently owned eyewear company, while collaborating with a vibrant and talented staff. 

This role will be in-person and based at KREWE’s Headquarters location in New Orleans, LA & would work a Tuesday - Saturday schedule. Remote candidates will not be considered. 

Responsibilities:

• Provides best in class customer experience via phones, SMS, email and any future channels that do not currently exist. 
• Resolves inquiries quickly and with sound judgment, ensuring to find the best resolution possible. 
• Assists customers with registration set up and processing warranty claims, returns/exchanges, troubleshooting, tracking and placing orders, and helping with product questions. 
• Supports stores with process questions, customer inquiries and general order troubleshooting 
• Stays up to date on KREWE frame styles and colors, upcoming releases and general optical knowledge. Attends regular product launch meetings and can speak to KREWE quality and design standards. 
• Upholds KREWE brand standards of customer-centric service in all interactions, ensuring customers are treated empathetically and equitably 
• Reports to Customer Experience Manager; participates in weekly 1:1’s and team meetings.
• Partners with manager to solve for interdepartmental gaps; comes up with solutions to solve or communicating expectations with clarity
• Identifies customer trends/feedback and cascades to manager or appropriate party in a timely manner. Suggests actionable solves or next steps.

• Responsible for achieving personal and team-based metrics and KPIs, including but not limited to customer satisfaction scores and efficiency metrics. 
• Strong communication skills required. Communicates effectively with customers, and cross-functional partners.
• Ensure the security and privacy of customer information through education, compliance and resolution of issues
• Stay up to date on internal process and policy changes 
• Able to share anecdotal consumer feedback and issues
• Processes inbound consumer returns, warranties, and labs
• Ensures returned product is systematically and physically restocked to appropriate inventory locations 
• Supports stretch projects for department as assigned to enhance professional growth  
   

Qualifications:

• Experience in a customer service or retail role 

• Intermediate to advanced computer skills: proficiency MS Office and G-Suite and working in multiple operating systems simultaneously. The ability to learn and use various types of technology quickly and efficiently is essential.
• Familiarity with retail POS and ERP systems (such as Shopify and NetSuite) preferred. 
• Experience with customer support platforms, such as Gorgias, preferred
• Clear communicator, level-headed demeanor. 
• Can handle confidential information and comply with payment card industry standards
• Accountable for executing work individually and as a group
• High school diploma required. College degree preferred. 
• Passion for and knowledge of fashion industry operations and consumer relations 

• Experience working in a fast-paced office environment, demanding high attention to detail, excellent written and verbal 
communication, eagerness to contribute, ability to adapt and multitask in high pressure situations, strong sense of urgency, and 
genuine enthusiasm to learn and grow in a collaborative work environment 

• Ability to work on a Tuesday through Saturday schedule. 
• Available to work outside of standard business hours, based on the needs of the business. 

Benefits and Perks:

• Competitive wage
• Group health plans: health, vision and dental insurance
• Welfare benefits: life, ad&d, supplemental voluntary coverage 
• FSA Plan & HSA Program 
• 401(K) Investment Options
• Adoption Assistance, EAP, Commuter Benefits
• Paid Parental Leave 
• Quarterly Cultural Spend
• Ongoing Training & Development, an Educational Allowance
• 10 paid holidays & Paid Time Off accrual
• KREWE employee frame discount (of course!)

Diversity & Inclusion:

KREWE believes in providing an inclusive workplace where all individuals have the opportunity to succeed. We are proud to provide equal employment opportunities (EEO) to all employees and applicants without discrimination or retaliation because of race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, gender expression, veteran status, pregnancy or any other protected characteristic as established by applicable local, state, or federal law.