[Hiring] Customer Experience Representative @iROCKER INC.

Role Description

The Customer Experience Representative is required to provide “top-notch” service to customers, utilizing knowledge of products, processes, and commonly used customer service concepts. Responsible for showing the customers how important they are to iRocker by interacting with them in a consistent, friendly, helpful, knowledgeable, and positive way.

Qualifications

• High school diploma or equivalent; college degree preferred.
• Minimum 2 years working in a customer-focused environment.
• Working knowledge of multiple computer systems and software.
• Passion for our brand story and product.
• Excellent listening, verbal, and writing skills.
• Excellent people skills - you are approachable, engaging, and friendly.
• Ability to multi-task, prioritize, and manage time effectively.
• Capacity to adapt and respond to different personality types.
• Flexibility to change schedule and work overtime as needed.
• May require long periods of inactivity.
• Ability to work in a fast-paced, quickly changing, energetic environment.

Requirements

• Go above and beyond to provide “top-notch” service to our customers.
• Engage our customers via telephone, email, chat, and social media.
• Think outside the box to find the appropriate solutions for our customers.
• Resolve product or customer issues by clarifying the customer’s complaint: determining the cause of the issue; providing the best solution and follow-up as needed to guarantee that the issue has been solved.
• Provide accurate, complete, and valid information utilizing internal systems.
• Research and settle returns/warranty-related issues.
• Make recommendations to customers regarding the suitability of a specific product to their needs.
• Manage incoming calls and respond to CRM tickets within the outlined KPIs.
• Assist customers with the placement of orders, refunds, and tracking information.
• Share, solicit, and give feedback.
• Escalate customer, equipment, and vendor issues that may be detrimental to the company’s day-to-day operations, to the appropriate department.
• Keep thorough records of customer interactions.
• Manage Amazon accounts.
• Contribute to weekly customer experience meetings.
• Champion and embody the iROCKER culture, mission, and values.