Customer Experience Associate

Company: Aquent
Location: San Diego
Posted on: September 17, 2020

Job Description:

The Customer Experience Associate is responsible for providing customer service support by telephone and email and delivering exceptional service to create and retain loyal and lifelong customers. Job Location: --Carlsbad (REMOTE -must live in San Diego/Riverside county) ***MUST HAVE ZENDESK (or similar CRM) EXPERIENCE!!! Responsible for all customer contacts and must be able to show appropriate empathy at all times. Contacts may include inquiries such as placing orders, assisting with existing orders, warranty, billing, shipping and general customer questions. The ideal candidate is patient, flexible and enjoys interacting with customers to help resolve issues while building brand loyalty! He/she will work in a fast-paced environment requiring the ability to maintain a calm and professional composure at all times. He/she is able to work on the phone and computer for majority of the day. He/she is a team player with a positive and supportive attitude. Essential Functions and Responsibilities:1. Customer Sales and Service:? Interface directly with customers via phone, email or social tools.Promptly and courteously answer incoming customer calls.? Prepare for customer inquiries by studying products, services, and customer service processes.? Research and resolve all customer inquiries and complaints to ensure customer retention and satisfaction.? Help customers adjust information regarding their orders and account. This includes providing product information and suggestions.? Respond to customer inquiries by understanding the inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.? Enter/document inquiries and responses in customers' accounts.? Improve quality of service by recommending improved processes; identifying new product and service applications.? Provide returns and warranty information, as needed.? Maintain constant communication with customer through email and phone conversations.? Upload and adjust online orders. Ensure fulfillment by following up on order turnaround and back orders.? Update and charge credit card info as needed.? Participate in training and team building exercises developed by Management. 2. Department / Team Support? Help maintain systems for Customer Experience Department by reporting system issues to direct supervisor.? Perform operational tasks associated with order tracking and fulfillment, refund assistance and processing of credits and gift cards.? Develop and maintain expert knowledge of current, past and future product lines. Performs other duties as assigned. Minimum Job Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Education and Experience Requirements:? Minimum 1-year experience in customer service? Knowledge of Zendesk or other customer support/ticketing system preferred? Direct to Consumer, specifically supporting Retail or an eCommerce business preferred? High school diploma, general education degree or equivalent? Computer skills, including proficiency in MS Office (Word, Excel) and MS Outlook? Proven ability to exercise sound judgment in interactions and correspondence with customers? Ability to type? Basic math Schedule Requirements:? Schedules will be based on customer and business needs and may be subject to change? Standard hours of operation are Monday thru Friday from 6am to 5pm. *** During the holidays, Saturdays are added to the schedule and the hours are extended in order to service our customers during higher volume times. Team members will be scheduled for five (8) hour shifts per week up to 40 hours/week. Flexibility for occasional overtime may be required. ? Blackout dates apply during key promotional and holiday time periods when customer demandsincrease; employees may not request or take vacation during blackout periods? Punctuality and attendance are critical to the success of this role and the team Client Description: Our Client is a global outdoor brand that crafts active lifestyle gear fortified with industry-leading technologies and tested in their own backyard of Portland, Oregon. Their apparel, footwear, and accessories reflect their Pacific Northwest heritage and indomitable spirit.

Keywords: Aquent, San Diego , Customer Experience Associate, Other , San Diego, California