Customer Experience Champion

Framebridge is the simple way to custom frame everything you love.We are bringing the tradition and craft of custom framing to today’s online customer. Based in Washington, DC, with studios in Maryland and Kentucky, we are craftspeople, designers, developers, and storytellers, committed to changing how people frame their most special items.

You are a customer experience champion, someone who touches every facet of our business where it concerns our customers. You are an outgoing and creative thinker who loves to make people happy. You’re a natural problem solver, a great conversationalist, and passionate about delivering world-class service ensuring each customer’s framing experience is flawless from order to delivery. Having a passion for design is an added bonus.

We’ll be counting on you to assist in fulfilling our mission to make framing accessible, easy and fun for all of our customers. You will have the latitude to do whatever it takes to provide a personalized solution that will ensure satisfaction and confidence in our brand. Part customer service, part marketing, and 100% happiness and quality assurance, you are the voice, heart, and soul of Framebridge. You love our customers as much as we do and are dedicated to making each interaction personalized and delightful through impeccable written and verbal communication skills and an intuitive approach to creating customers for life. This is a great role for creative thinkers who want to thrive in a problem-solving and team-oriented environment with the opportunity to shape how we approach customer experience as we grow. * Offer world-class email,phone and web support to customers with a high regard for individual attention and thoughtful conversation * Provide design consultations with customers seek advice about our product * Facilitate valuable customer relationship management (CRM) by applying excellent listening, oral and communication skills and creative engagement ideas. * Answer questions and troubleshoot issues * Solve difficult customer situations creatively and efficiently by utilizing empathy and probing-techniques to identify challenges and overcome objections * Use sound and swift judgment in dealing with customer inquiries * Employ a mastery of internal web tools from payment portals to email suites * Be able to work within a highly organized production schedule with an ability to improvise and adapt

* 1-2 years of success in a customer service, retail, or hospitality role * Bachelors Degree in marketing, communication or other relevant field * An engaging personality with strong interpersonal, oral and written communication skills * Familiarity with browser-based tools * Great time-management and organizational skills with a high attention to detail * An independent critical thinker with outstanding problem-solving skills * Happy to multi-task across multiple communication platforms * Desire to create and improve best practices * Adobe Photoshop and InDesign skills a plus * Willingness to work flexible hours, changing shifts, evenings, and weekends