Customer Experience Specialist

3 weeks ago

Lehi, United States Route App, Inc. Full time

** Customer Experience Specialist**

** Lehi, Utah, United States**

**Route**

Route is helping people discover and celebrate the world's brands through a completely reimagined e-commerce marketplace that directly connects and empowers both consumers and brands. Routes unique platform takes a holistic approach to online shopping, rethinking the consumer experience from discovery to delivery via the Route app, while offering a suite of features that provides merchants the tools necessary to enhance the overlooked post-purchase experience. Since launching in 2018, Route has built a network of over 2 million app users and over 10,000 merchants. The company has offices in Lehi, UT and Los Angeles, CA. For more information go to www.route.com.

**Opportunity**

We are looking for an ambitious, self-starter who is excited to join a high growth tech start-up. Our Customer Experience team is the heart of what we do and is pivotal to the success and scalability of our Customer Success Organization. They are responsible for providing world-class service at every customer touch point and creating experiences worth celebrating. Joining such a rapidly growing start up means a lot of room for innovation and ingenuity with the ability to help guide our team to delivering exceptional service. Our Customer Experience Specialists are extremely driven and relentlessly optimistic. They must also be solutions-oriented, compassionate and able to communicate in a clear and concise manner while maintaining a professionally upbeat and positive tone. The Customer Experience Specialist role is ideal for individuals that are passionate about their career and looking to impact the business in a large way.

**Responsibilities**

* Maintain a customer-focused, positive attitude while providing world-class service to our consumer base and create experiences worth celebrating

* Quickly resolve inbound customer inquiries assigned in software support system Zendesk

* Become a subject matter expert on Routes Package Protection policy

* Properly identify customers package protection eligibility by analyzing submitted information and evidence necessary to support consumers case

* Identify customer issues and professionally communicate solutions via email

* Stay incredibly organized while working and documenting within multiple tech systems (Zendesk, Paypal, Salesforce, etc)

* Recognize, document, and alert leadership of trends in contacts and ongoing issues

* Identify and recommend process improvements that will allow our team, department, and company to scale

**Qualifications**

* Ability to work in a fast-pace, autonomous environment balancing ones daily responsibilities and KPIs while also working on ad-hoc projects

* Exceptional verbal and written communication skills with the ability to accurately type at least 50+ words/minute.

* Strong problem-solving skills and resourcefulness. If you dont know how to do something, youll do whatever it takes to figure it out.

* Team player with excellent interpersonal skills with the ability to work collaboratively cross-functionally

* Ability to learn quickly and adapt to challenging situations

* Self-motivated and goal-oriented with the desire for upward mobility within the organization

* Ability to work at our HQ in Lehi, Utah.

**Benefits**

Route offers an array of benefits including a highly competitive hourly rate, stock options, 100% healthcare coverage, and an unlimited PTO policy.

**Route is an Equal Opportunity Employer.** We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be

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