• Answer inbound customer support calls and provide necessary product troubleshooting and support • Timely response to incoming customer support inquiries via email, phone, and support ticketing system • Ensure customers receive consistent and reliable service and support during every interaction • Stay informed and knowledgeable regarding new product releases • Document found issues and steps to reproduce • Investigate issues reported by customers • Educate our customers on how to use Mycase/LawPay/CPACharge products • Other duties as assigned

• Answer and manage inbound and outbound calls from clients, brokers, and partners with professionalism and empathy. • Provide accurate ETAs and handle broker-related inquiries promptly and effectively. • Follow strict standard operating procedures (SOPs) based on Wingz and our partnered clients’ service standards. • Communicate proactively with leadership, dispatch, and other departments to ensure seamless coordination and timely issue resolution. • Document all conversations and updates accurately in the company database or CRM system. • Handle all calls with urgency and attention to detail, ensuring each client receives timely and high-quality support. • Escalate critical or unresolved issues to the appropriate teams when necessary, maintaining clear communication throughout. • Contribute to continuous improvement by identifying trends, sharing feedback, and suggesting process enhancements.

Customer Service Agent Apply locations Los Angeles, Johnny Was Headquarters Full time R46493 Johnny Was, LLC At Johnny Was, our mission is to inspire free-spirited optimism through beauty, authenticity, comfort and artistic expression. California Dreaming – the ultimate destination for those who love California and the relaxed modern bohemian lifestyle it embodies. Our Customer Care Agents will work directly with our most prized possession, our customers. You will enhance our customer experience and maximize web sale opportunity through solutions and subject matter expertise. You will contribute to department productivity and profitability by handling all customer-led requests, inquiries, and complaints in compliance with the team’s Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s). Position Overview: - Assist customers through multiple channels including voice, email, live chat, social platforms, etc. - Facilitate and assist customers in order processing, online account creation and account management - Process online order intervention requests in accordance with corporate policy - Provide customer support regarding order related inquiries (order status, tracking, replacements, returns, etc.) - Facilitate and assist customer subscription requests associated with catalog, e-mail and SMS. - Provide general support and troubleshooting with website navigation - Effectively escalate relevant feedback, experiences, or issues to promote an environment of customer satisfaction - Provide cross-functional order support in partnership with E-Comm, Returns, Retail and Loss Prevention departments - Act as a liaison cross-functionally to prioritize order intervention and order completion - Act as a SME on www.johnnywas.com customer policy, terms and conditions - Act as a SME on www.johnnywas.com product, styles and collections - Deliver exceptional customer experiences that are engaging and personalized while maintaining an environment of genuine and professional customer connections - Maintain and cultivate effective relationships with internal departments that fosters compassion, respect and teamwork - Adhere to and ensure compliance of company guidelines and department policies - Perform other related duties as required and assigned Requirements: - 3+ years customer service or call center experience required - Experience with e-commerce or start up environment strongly preferred - Experience with fashion brand or luxury retail - Exceptional communication; verbal, written and interpersonal skills - Critical thinker, self-starter with great attitude - Passionate and empathetic; a love of helping others - Demonstrates superior time management and organizational skills including sensitivity to urgent matters - Possesses adaptability, resourcefulness, ability to navigate varying request and stress tolerance - Flexible schedule; some weekends and major holidays - Zendesk, Salesforce Commerce Cloud, KWI, Microsoft Exchange experience a plus! Please note this is a hybrid position and agents will be expected to come into the office 2-3 days a week. Compensation range: $20.00/Hour - $21.00/Hour

**Key Responsibilities:**Customer Service & Client Support** - Respond to customer inquiries via email, phone, and support platforms - Schedule appointments and manage client communications - Resolve complaints and follow up to ensure client satisfaction - Process orders, forms, applications, and service requests - Maintain detailed records of customer interactions and feedback - Support CRM updates and database maintenance - Manage support tickets and provide timely resolutions - Handle professional correspondence and vendor/team follow-ups **Administrative Support** - Email management: sorting, filtering, responding, and follow-ups - Calendar management: scheduling, rescheduling, coordinating appointments - Travel management: booking flights, accommodations, itinerary planning - Document preparation: data entry, reports, and presentation design - General file and records management **Bookkeeping & Financial Support** - Process and track invoices (incoming and outgoing) - Record daily transactions and maintain accurate financial logs - Support accounts payable and receivable tracking - Reconcile receipts and expenses on a regular basis - Generate basic financial and expense reports - Assist with budget tracking and month-end summaries - Use QuickBooks or Xero for recordkeeping (experience required) **Research & Data Handling** - Conduct market research and competitor analysis - Organize and present findings clearly - Create product and service comparison reports **Project & Task Management** - Support project coordination and task tracking - Monitor deadlines using ClickUp, Trello, Asana, or Monday.com