Client Experience Representative

Why Oak+Fort?

OAK + FORT is a fashion and lifestyle brand that provides attainable luxuries consisting of modern essentials in full collections of womenswear, menswear, accessories, jewelry, beauty, and homeware. We are a female-founded and led business that is brought together by a passionate group of people with a natural bond over an aesthetic vision that radiates throughout our collections. From our first studio that opened in 2010 in Vancouver, BC, we now have 30+ locations across North America with a global e-commerce presence.

At the heart and core of it all, it's our people that matter most. We offer a work ethos that is driven by endless passion, intellectual curiosity, and perennial creativity. Here you get the opportunity to influence our global strategy and growth, while working alongside incredibly talented people.

POSITION SUMMARY

As a Client Experience Representative, you will act as the liaison between our (online) customers and the company. This position is responsible for generating sales revenue through live chat, phone, and email communications to existing and new customers.

This is a seasonal role with an expected contract end date at the end of January 2026.

WHAT YOU'LL DO:

• Respond to internal and external customer service issues, and coordinate solutions between internal departments through e-mails, phone calls, and live chat
• Ensure we are maintaining a positive and fast turn-around time for all inbound emails, calls and live chats
• Provide updates to customers about new products while promoting our brand or products by up-selling and cross-selling
• Check inventory levels for product availability when inquired by customers or retail stores
• Connect with customers and e-commerce shipping/receiving team for order status, return packages, showroom pick-up orders, and other customer inquiries
• Process returns, partial refunds, and credit memos while assessing each case thoroughly
• Assist in inventory transfers between e-commerce and stores to fulfill customer orders
• Maintain consistent communication with e-commerce shipping/receiving team, ecommerce manager, store associates/managers, and web developer to gain scope in resolving issues
• Gather feedback from clients on product fit, online and retail experience, and exchange policy and procedures
• Identify and implement customer service best case practices
• Perform other assigned duties

WHO YOU ARE:

• Previous experience in Customer Service, Retail or a call centre is preferred.
• Customer-focused with strong communication skills (phone, email, chat)
• Able to multitask, stay organized, and work in a fast-paced environment
• Comfortable troubleshooting and collaborating with cross-functional teams
• Tech-savvy and confident navigating multiple systems or platforms
• Positive, solutions-oriented, and able to handle challenging situations with professionalism
• Experience with order management, returns, or e-commerce is an asset
• Strong written communication and attention to detail
• Ability to learn new tools quickly (e-commerce platforms, ticketing systems, chat software)

WHY YOU'LL LOVE IT HERE:

• Extremely generous employee discount starting from day one
• Health and dental benefits (for eligible full-time positions only)
• Paid vacation time off (for eligible full-time positions only)
• An opportunity be a part of our growth journey
• Access to training and development programs
• Work amongst an exceptionally talented team

OUR VALUES:

ABOVE + BEYOND

We strive for something greater than ourselves.

SELF STARTER

Entrepreneurship is the mindset that leads to endless curiosity and continuous improvement.

UNIQUELY YOU

We practice acceptance through open-mindedness and personal responsibility.

CHANGE DRIVER

We embrace change and never fear what's next.

PEOPLE POWERED

At the core of our brand we are powered by each other.

OUR COMMITMENT TO A HUMAN HIRING PROCESS

At OAK+FORT, we believe every application deserves thoughtful consideration. While we embrace technology in many parts of our business, we do not use AI or automated systems to screen resumes or make hiring decisions. Every application is reviewed by a member (human) of our team to ensure a fair and personalized process.

We are committed to hiring practices that are transparent, inclusive, and human-centered, because we know our people are at the heart of our success.

We strive to provide an outstanding experience to every individual who shows interest in our organization. Our goal is to ensure that you receive clear communication, regular updates and have a dedicated recruiter to support your hiring journey with us. We believe that every candidate journey should be unique, and that honesty, integrity and transparency are carried throughout.

Once you've submitted your application, here is what you can expect:

• A response confirming that we have received your application.
• Your application will be reviewed by our recruitment team.
• We will respond to every application to ensure you know where you stand.
• Only candidates that are selected for an interview will be contacted directly by a recruiter or hiring manager.
• Your first connection is a 15-30 minute phone interview.
• You can expect potentially two additional interviews with the hiring team.
• We may request references before moving to a final offer, as well as a background check after you accept the offer.

OAK + FORT is an Equal Employment Opportunity employer. We are committed to providing a respectful, diverse, and unique approach to hiring individuals in the communities in which we operate – allowing each person to be their authentic selves. Our hiring commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.

Requests for accommodation due to any disability or any other protected characteristic can be made at any stage of the recruitment process and during employment by contacting our People & Culture team. Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location.