Customer Experience Specialist

3 months ago

Rantoul, United States QuietKat Inc Full time
Job Description

The Customer Experience Specialist is a dynamic role that serves as the backbone to our organization. The role is responsible for serving customers through troubleshooting, managing customer inquiries, and ensuring client satisfaction.

Principal Duties and Responsibilities
  • Facilitate world class customer experience
  • Interact with customers via phone, chat & email
  • Troubleshoot service inquiries
  • Keen understanding of the product and industry
  • Create cases in NetSuite for our Customer Support team to resolve and communicate with customers
  • Provide feedback to engineering and product development teams
  • Ensure customer cases are resolved in a timely manner (24 hours)
  • Track and process customer inquiries in HubSpot
  • Process customer replacement parts within NetSuite
  • Enter and manage sales order process for Direct-to-Consumer for parts/warranty.
  • Cross-departmental collaboration
  • Other duties as assigned
Requirements/Qualifications
  • One or more years of customer service experience required
  • Ability to communicate effectively verbally and in writing
  • Positive "can do" attitude
  • Must possess a passion for service and sales
  • Keen understanding of the product and industry
  • Demonstrate and present all relevant product information
  • Bike tech experience a plus, but not required.
  • Proficiency in MS Office Suite is required.
  • Experience working in NetSuite is preferred.
  • Experience working in Shopify is preferred.
  • Experience working in HubSpot is preferred.
  • Highly organized and capable of multitasking and prioritizing with a positive attitude and high energy
  • Comfortable with inbound and outbound communication over the phone and in person
  • Has a strong sense of urgency about solving problems and completing tasks
  • Able to work in a fast-paced environment with minimal supervision and have the flexibility to work outside normal hours to meet deadlines when necessary
PHYSICAL CAPABILITY
  • Ability to use general office equipment such as telephone, printer/copier, computer and work at a computer/desk for up to 8 hours per day and/or 40 hours per week. We are an electric bike company and many of our creative sessions will involve riding the bikes deep into the backcountry so the ability to ride a mountain bike safely is required.


Pay Range:
Starting Hourly Rate: $19.00

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled

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