Customer Experience Representative

Summary:

The Customer Experience Representative is required to provide “top-notch” service to customers, utilizing knowledge of products, processes, and commonly used customer service concepts. Responsible for showing the customers how important they are to iRocker by interacting with them in a consistent, friendly, helpful, knowledgeable, and positive way.

Duties and Responsibilities:

Go above and beyond to provide “top-notch” service to our customers. Engage our customers via telephone, email, chat, and social media. 

Think outside the box to find the appropriate solutions for our customers. Resolve product or customer issues by clarifying the customer’s complaint: determining the cause of the issue; providing the best solution and follow-up as needed to guarantee that the issue has been solved. 

Provide accurate, complete, and valid information utilizing internal systems. 

Research and settle returns/warranty-related issues. 

Make recommendations to customers regarding the suitability of a specific product to their needs. 

Manage incoming calls and respond to CRM tickets within the outlined KPIs. 

Assist customers with the placement of orders, refunds, and tracking information. 

Share, solicit, and give feedback. Escalate customer, equipment, and vendor issues that may be detrimental to the company’s day-to-day operations, to the appropriate department. 

Keep thorough records of customer interactions. 

Manage Amazon accounts. 

Contribute to weekly customer experience meetings. 

Champion and embody the iROCKER culture, mission, and values. 

Qualifications and Skills Requirements:

High school diploma or equivalent; college degree preferred.  

Minimum 2 years working in a customer-focused environment. 

Working knowledge of multiple computer systems and software. 

Passion for our brand story and product.

Excellent listening, verbal, and writing skills. 

Excellent people skills - you are approachable, engaging, and friendly.

Ability to multi-task, prioritize, and manage time effectively. 

Capacity to adapt and respond to different personality types. 

Flexibility to change schedule and work overtime as needed. 

May require long periods of inactivity. 

Ability to work in a fast-paced, quickly changing, energetic environment.