Customer Experience Associate (Seasonal, Remote – Catalog/Retail Support)

About Us: Gump’s is a leader in direct-to-you luxury retail, with a celebrated catalog, robust online presence, and our iconic San Francisco store serving customers for over 150 years. We specialize in helping customers create magical moments during the holiday season—and that experience often starts with our Customer Care team. We’re currently hiring Seasonal Customer Experience Associates to join us during our busiest and most festive time of year. This role is fully remote and requires a friendly, solution-oriented approach to high-volume customer interaction. About the Role: You’ll provide compassionate, polished service to customers placing catalog or online orders, tracking shipments, or resolving questions across phone, email, and chat. Our peak season includes multiple catalog launches, gift guide rollouts, and holiday promotions—so strong communication and tech skills are key. What You'll Do: • Answer inbound calls and assist with catalog or web orders • Handle WISMO (Where Is My Order), returns, gift messaging, and cancellations • Respond to customer emails and live chats using Zendesk • Support catalog opt-in/opt-out requests • Work collaboratively with senior agents for escalated cases • Use tools like NetSuite, Shopify, and Zendesk (training provided) • Represent Gump’s brand with empathy and professionalism What We’re Looking For: • Friendly, polished communicator with a calm phone presence • Experience in high-volume customer care or retail service preferred • Comfortable toggling between systems during calls or chats • Organized and focused when working independently from home • Quick learner with confidence using tools like Zendesk, NetSuite, or Shopify • Able to commit to seasonal schedule through December (exact duration based on business needs) Work From Home Requirements: • Personal computer or laptop (Mac or PC) • Wired headset (USB or 3.5mm jack) • Strong internet (Wi-Fi or Ethernet) • Quiet, private workspace • Dual monitors highly recommended We support our customers from 7:00am-7:00pm/ 7 Days a week. Perks & Culture • Remote, flexible schedule • Supportive, collaborative team environment • Training and mentorship provided • A chance to help customers celebrate life’s most meaningful moments Note: This is a temporary seasonal role. Benefits are not offered for this position. Ready to Join the Gump’s Team? If you love holiday magic, thrive in fast-paced service environments, and want to be part of a company that’s been delighting customers for generations, we’d love to meet you. Job Types: Full-time, Part-time, Temporary, Seasonal Pay: From $20.00 per hour Expected hours: 16 – 40 per week Benefits: • Work from home Shift: • Evening shift • Morning shift Work Location: Remote Apply Job! Apply to this Job