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Customer Experience Specialist

3 months ago

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ABOUT onX

As a pioneer in digital outdoor navigation with a suite of apps, onX was founded in Montana, which in turn has inspired our mission to awaken the adventurer inside everyone. With more than 300 employees located around the country working in largely remote / hybrid roles, we have created regional "Basecamps" to help remote employees find connection and inspiration with other onXers. We bring our outdoor passion to work every day, coupling it with industry-leading technology to craft dynamic outdoor experiences.

Through multiple years of growth, we haven't lost our entrepreneurial ethos at onX. We offer a fast-paced, growing, tech-forward environment where ownership, accountability, and passion for winning as a team are essential. We value diversity and believe it leads to different perspectives and inspires both new adventures and new growth. As a team, we're hungry to improve, value innovation, and believe great ideas come from any direction.

Important Alert: Please note, onXmaps will never ask for credit card or SSN details during the initial application process. For your digital safety, apply only through our legitimate website at onXmaps.com or directly via our LinkedIn page.

WHAT YOU WILL DO

onX is seeking a Customer Experience Specialist with a passion for helping all customers to find their way and place in the outdoors. The Customer Experience team provides personalized support that meets the needs of each person, whether they are planning their first trip or an adventure of a lifetime. This role will serve as a guide to onX customers, sharing our love of wild places through uncomplicated and informative support experiences that build confidence.

You will be responsible for providing best-in-class support to onX customers through multiple channels, including phone, email, sms, and live chat. Your written and verbal communication skills are advanced. You are tech-savvy and your ability to educate and interact with people from all walks of life with varying technical abilities is exceptional. You will be resourceful in uncovering customer-facing issues and identifying creative solutions, all while leveraging the technologies at your disposal. You will be joining a fun and dedicated team focused on supporting each other and constantly growing product knowledge and expertise. This is a great opportunity to be a part of a dynamic startup focused on making an impact on the business, and a growing Customer Experience team. This position will report to a Customer Experience Manager.
As an onX Customer Experience Technician, your essential job duties and responsibilities will look like:
  • Serve as the main point of contact for onX customers via phone, email, sms, or live chat
  • Achieve expertise in the onX product suite quickly in order to efficiently advise customers regarding the product's proper use and best practices
  • Solve complex customer issues by using the toolset provided
  • Play a vital role in product development by documenting and sharing end-user suggestions and issues
  • Maintain a high satisfaction rating while always acting in the customer's best interest
  • Advocate for comprehensive solutions to customer-facing problems
  • Upsell our product when beneficial to the customer; incentive pay eligible
WHAT YOU'LL BRING
  • One (1) to three (3) years of experience in a customer service or related position
  • Exceptional interpersonal skills; ability to be the customer's advocate
  • Experience working in a fast-paced environment
  • Ability to problem-solve and think on your feet
  • Ability to maintain a flexible schedule during hunting seasons, including scheduled coverage on Saturday or Sunday
  • Organized, detail-oriented, and a multi-tasker
  • Motivated and positive attitude
  • A shared passion for and ability to demonstrate onX's Company Values.
  • Permanent US work authorization is a condition of employment with onX.
ADDED BONUSES

Though not required, we would be thrilled to consider candidates with any of the following:
  • Bachelor's Degree preferred
  • Call center experience
  • Passion for the outdoors
  • onX Product Knowledge
  • Experience working with customer service software such as Zendesk
ASSIGNMENT DETAILS
  • Duration: This fixed-term/seasonal position is from September 09 through December 28, 2024
  • Weekly Hours: This position is full-time and expected to work ~40 hours weekly.
  • Assignment Completion Bonus: Upon the successful completion of your full assignment, this position is eligible for a completion bonus at the end of the contract.
WHERE YOU CAN WORK

Missoula, Bozeman, or remote from Montana. Our Customer Experience team is predominately based in Missoula, where they have a hybrid of onsite and home office work model. Upon completion of onboarding, fixed-term staff with an appropriate work-from-home environment may work remotely with manager approval. If you have questions about the location and/or work model, please contact recruitment@onxmaps.com.
HOW YOU'LL BE COMPENSATED

onX is committed to compensating all employees fairly and equitably for their contributions. For this position, applicants can expect to make $21.00-23.00 per hour upon hire. Additionally, based upon the successful completion of your full assignment, this position is eligible for an assignment completion bonus at the end of the contract.
WHAT WE'RE OFFERING YOU
  • Medical benefits including a no-monthly-cost medical plan
  • PTO accrual (vacation, holidays, sick time)
  • 401k matching at 100% the first 3% you save and 50% from 3-5%
  • Eligible for an assignment completion bonus at the end of the contract
  • Amazing outdoor industry perks
PERFORMANCE ESSENTIALS

In this role, success is driven by cognitive abilities such as concentration and problem-solving, essential for our computer-centric tasks. onX will explore reasonable accommodations to ensure that individuals with diverse abilities can fully engage in and contribute to the essential physical and mental functions of the job. If you need assistance or accommodation, please contact us at PS@onxmaps.com. Position open until filled.

#LI-Remote

At onX, we believe that diversity makes us better. Bringing together a diverse set of backgrounds, ideas, and opinions helps us to achieve our mission to awaken the adventurer in everyone. We are proud to be an equal opportunity employer. onX is committed to equal opportunity not only in our hiring practices but also in our employment practices, including but not limited to development, compensation, and promotion. We strive to build an inclusive work community where everyone can be their authentic self, and together, we win as a team. Come join us

onX does not sell any Personal Information, but we may transfer employment related records to our service providers or third parties that provide business services to onX or as required by law. For more information, see our Privacy Policy.