Customer Experience Representative - Seasonal

Description

All Applicants must reside in the Jacksonville Metro area. 

Please note this position is seasonal from 4/23 - 8/31/23

Shifts hours include 9am-6pm M-F, 10am-7pm M-F, or 10am-7pm Tues-Sat.

About iROCKER:
iROCKER is the premiere outdoor sports and lifestyle brand specializing in inflatable paddle boards. Launched in 2013, iROCKER’s co-founder and CEO Steve Elder created the company as a passion project with the vision to shake up the paddle board industry and offer customers a strong community experience. Since its conception, Elder has led them into the fastest growing outdoor brand that it is today, which is on track to double in size by year's end and has expanded into three brand categories: iROCKER, Blackfin, and Nautical. With dedicated focus on top-of-the line manufacturing with design and functionality in mind, iROCKER’s investment in quality holds to their mission of creating great products that people trust, love and are proud to put their feet on.? For more information, please visit https://www.irockersup.com/.

 Summary: 

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

Requirements

What you'll do:  

• 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. 

The above citied duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform. 

You have:  

• 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 about 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 face-paced, quickly changing, energetic environment. 

Salary : $19 - $0