Digital Customer Service Associate Part-Time (California Residents Only) ID-5826

February 1, 2025

At Birkenstock, our business reflects who we are. We have a passion for our products, an appreciation of their
heritage, and a genuine belief in their benefits. We represent - quality products that are comfortable, unique,
timeless, and respectful of the world around us. Our mission is to deliver happiness and satisfaction.

To provide quality products and services, we need quality people. We are looking for talented people who share our
values of accountability, responsiveness, excellence, teamwork, respect, integrity, and a cheerful outlook.
LOCATION: Work From Home – CALIFORNIA RESIDENTS ONLY

HOURS: Variable- up to 29 hours a week with a set schedule every 3 weeks
Must be able to commit to 40 hours of training upfront.

SALARY: $25/hourly non-exempt

OVERVIEW

This position is primarily responsible for managing a heavy volume of contacts for inbound calls, e-mails, and chats
for a multi-channel contact center. Ensures that our customers receive the most efficient and effective “Best in Class”
customer service by using excellent communication skills and phone techniques. Contributes to department Service
Level Agreement (SLA) goals and meets individual SLA goals, for specific phone, email, and chat requirements.
Uses and is proficient in all tools, documentation, and systems available to ensure an optimal customer experience.
Leverages product and company policy knowledge as well as establishing relationships with our customers by
performing the following duties:

RESPONSIBILITIES

Provides outstanding service on all questions to customers. This includes questions related to website use,

availability, programs, promotions, returns, shipping policies and processes as well as general and routine
information regarding orders, products, etc.,

Highly productive, working efficiently and effectively to ensure that all Service Level Agreement (SLA) goals

are met.

Ensures the customer experience is a first-stop resolution experience.

Responsible for the accuracy of all work assigned.

Offers alternative product choices and options when needed.

Thoroughly documents every customer contact.

POSITION REQUIREMENTS/QUALIFICATIONS

Some college, technical school, or related call center/customer support center experience is required.

Experience in a high-volume multi-channel call center/customer support center

Able to work a flexible schedule including holidays, overtime, and Saturdays, when needed.

Excellent phone and customer service skills.

Proficient writing skills

Knowledge of Database Software, and Internet Software. Basic knowledge of MS Excel, Word, and Outlook.

Ability to use effective questioning techniques to get to the root cause/question as quickly as possible to

understand and resolve issues.

Must have excellent interpersonal communication skills and the ability to work effectively to provide best-in-

class service to all Brand Fans.

Proficient and able to multi-task, plan, and prioritize workloads, independently and in a team environment,

with minimal supervision.

Friendly, courteous, service-oriented, professional, and outgoing.

Remain calm and professional in stressful situations.

Meticulous while looking for practical solutions and consistently maintaining a cheerful outlook.

Collaborator with a “can do” attitude that can work in a demanding environment.

Ability to expertly and assertively market and promote the company’s brand and products.

Ability to make practical and sound decisions independently and contribute recommendations for resolution

of issues to management.

Spanish, French, Portuguese, or German language skills a plus.

Use of Gladly CRM and IBM OMS a plus

Some of the many reasons why it is great to be a part-time employee at Birkenstock…

We sell products that bring people happiness and satisfaction! Our products are amazing!

Competitive pay

3 pairs of free shoes every year and a generous discount for friends and family

Holiday Pay

Generous PTO

401(k) program (including a 5% company contribution)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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