Customer Experience Specialist

1 week ago


Denver, United States Rockytalkie Full time

This section doesn’t currently include any content. Add content to this section using the sidebar. Salary : $50,000 to $55,000 / year (range based on experience) Healthcare Benefits : Platinum Anthem Insurance plan (100% of premium paid) Vacation : Three weeks paid vacation (increasing to 4 weeks in year 2). Opportunity for additional unpaid leave, up to 6 weeks maximum, in the off-season (summer) subject to business needs. Time off will be limited during our busy season between November - February. Rocky Talkie launched in late 2019 with its flagship Mountain Radio, designed for climbers and skiers to communicate in the backcountry. We have become well-known in the adventure sports industry, with two best-in-class radios and a rapidly growing base of satisfied customers. Our passionate team of 20 is dedicated to improving the radio industry. Currently, we sell in the USA and Canada and have plans for international expansion. Our team is driven by the knowledge that better communication in the backcountry saves lives. As part of this mission, we donate $2 per radio to search and rescue teams around the country. Learn more about our company here . The Role We are seeking a service-minded individual to join our quickly growing company as part of the Customer Experience Team. This role is focused on forming strong relationships with our customers by providing technical support, educational resources, and kind, compassionate responses on a variety of radio topics via email. We have built a reputation for exceeding expectations in our customer support with our level of care, empathy, and strategy. Since day one, our strategy has been to first and foremost create the best outdoor radios, and secondly, provide fantastic customer service. The role will require becoming a technical radio expert to help customers who reach out for guidance with any issues or questions. As a small growing company, every member of the team may be asked to help out in areas outside of their primary role. This could include working at outdoor expos, helping our fulfillment team clear an order backlog, or other duties as determined by the business's strategic needs. With our busiest season coming up soon, we’re looking for someone who can learn quickly and keep up in a fast-paced environment. We are expanding rapidly and your role will grow along with the company. Success in this role will look like: Critically read and evaluate customer messages to provide thoughtful, educational responses based on their unique needs or potential needs. Create your own style of brand voice within the larger voice of Rocky Talkie and connect with a wide variety of customer needs and backgrounds. Support customers by going above and beyond their expectations and develop authentic connections by thoughtfully responding to customer messages. Strive to become a radio expert and answer both brand and technical questions quickly, kindly, and competently. Examples may include: The ability to provide helpful suggestions based on the customer’s activity (hunting, skiing, canyoneering). When asked about extended range, offering additional points to consider such as the ability to connect to repeaters. Tying in your personal experience with the radios to help give real-world examples of how the radios could be implemented. Be a team player, a self-starter, and flexible to the needs of an ever-evolving start-up. Engage in thorough and ongoing communication with teammates, an essential part of running a successful team. Required Proficient writer and communicator with exceptional writing and grammar skills. Ability to quickly learn all aspects of customer experience (shipping, product questions, product issues, etc.) in a remote work environment. Capable of quickly implementing written and verbal feedback. Detail-oriented and extremely organized. A high level of energy and adaptability to rapidly grow with our company. Humility, curiosity, and humor. Experience using customer support platforms (such as Freshdesk or Gorgias) and online shopping portals, such as Shopify. Experience working in the outdoor industry, product marketing, or communications. Applications will close on September 11. Thank you so much for taking the time to apply for the Customer Experience Specialist position with Rocky Talkie. We look forward to hearing from you #J-18808-Ljbffr



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