Customer Experience Representative

23 hours ago

San Leandro, California, United States Revivn Full time

Revivn is a thriving and rapidly expanding enterprise that specializes in technology management through its end-of-life software platform. We take electronic recycling to the next level by repurposing hardware that still has remaining life and providing it to individuals who lack dedicated computer access, making it more affordable for those who cannot purchase new technology. Working with prominent companies like Instacart, Lyft, Qualtrics, X, Gensler, and Allbirds, we are revolutionizing the way companies view used technology with a new model that focuses on repurposing instead of recycling.

We are seeking a full-time Customer Experience Representative to join our team. In this role, you will be the primary point of contact for our customers, ensuring every interaction is positive and exceeds their expectations.

You will collaborate closely with our computer repair team to enhance the after-sales process and reduce refunds. Your day-to-day will involve managing and reconciling inventory data, digging into any discrepancies, preparing reports, and wrapping up customer tickets as they come in. Additionally, you will play a key role in addressing customer inquiries, resolving issues, and providing valuable feedback to help us continuously improve our products and services.

Key Responsibilities:

  • Manage the entire customer experience lifecycle, from ticket creation to resolution, ensuring a seamless process
  • Work closely with the team to make returns and exchanges run like clockwork, keeping customers happy
  • Regularly update leadership on customer care tickets and any issues that pop up
  • Collaborate with external vendors and eCommerce platforms to quickly resolve any hiccups
  • Use our in-house Warehouse Management System to tackle customer exchanges and defective item claims efficiently
  • Pull data from our inventory system to create reports and document everything in our software for easy access by partners
  • Coordinate Inventory Control Activities (Weekly Cycle Counts of Floor Stock and Inventory Adjustments)
  • Review inventory adjustments and how they affect overall profitability

Requirements:

  • Able to juggle multiple tasks and still catch the little things that matter
  • Always thinking of ways to make things better and aren't shy about sharing your ideas
  • Consistently gets things done on time
  • You're comfortable using online platforms to keep everyone in the loop
  • You've got a positive, can-do attitude and love tackling challenges head-on
  • You show up, deliver quality work, and can be counted on
  • Curious about technology and eager to dive into new tools

About You:

  • 1+ years of experience in customer service, support, or a related role, preference for B2C/D2C experience
  • Strong communication skills, both verbal and written. Able to handle difficult situations with empathy and professionalism
  • Proficient in Warehouse management software, Microsoft Office Suite, and customer support tools
  • Bachelor's degree preferred, but not required
  • Ability to think critically and solve problems creatively
  • Excellent organizational skills with the ability to manage multiple tasks and priorities simultaneously

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