Customer Experience Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries through various CRM channels, including Gorgias email, tickets, live chat, SMS, phone, and messaging on the Amazon marketplace.

• Provide assistance to customers regarding product inquiries, troubleshooting, warranties, returns, order status, and shipping questions.

• Support customers throughout their pre-purchase decisions as well as post-purchase assistance.

• Maintain an in-depth knowledge of Rocky Talkie products and their application in real outdoor settings.

• Moderate customer reviews and product queries on e-commerce platforms like Amazon and Okendo.

• Collaborate with the fulfillment team to address order-related issues such as shipping discrepancies or order modifications.

• Recognize recurring customer challenges and convey insights to product, operations, and marketing teams.

• Serve as an advocate for customers by identifying common inquiries, product feedback, and areas where customers face difficulties.

• Document and disseminate customer insights to the broader team to enhance products and processes.

• Appropriately tag and categorize customer tickets for accurate reporting and analysis in Gorgias and Shopify.

• Maintain internal logs to capture customer feedback and product insights.

• Collaborate with CX leadership to discover opportunities for enhancing the customer journey.

• Maintain consistent communication with teammates and closely work with operations, product, and marketing teams via Slack, video, and within CRM systems.

• Assist in initiatives aimed at scaling Rocky Talkie’s customer support as the company expands.

⛳️ Requirements

• Outstanding written communication and grammar proficiency.

• Strong capability to communicate clearly and empathetically with customers while embodying the Rocky Talkie brand tone.

• Ability to quickly grasp technical product information and convey it in a simple, customer-friendly manner.

• Capable of working independently in a remote setting while remaining highly responsive and collaborative.

• Confidently navigate multiple systems simultaneously while ensuring accuracy and warmth in customer interactions.

• Excellent organizational capabilities and meticulous attention to detail.

• Comfortable juggling various tasks in a fast-paced environment.

• Ability to swiftly implement feedback and continually enhance performance.

• Quick to learn all facets of the customer experience process within a remote framework.

• A high degree of energy, curiosity, and adaptability.

🏝️ Benefits

• Healthcare Plan (Medical, Dental, and Vision)

• Retirement Plan with Matching

• Paid Time Off (Vacation, Sick, and Holidays)

• Paid Family Leave (Maternity, Paternity)

• Paid Short Term & Long Term Disability

• Performance-Based Bonus

• And of course, plenty of Rocky Talkie gear to fuel your next adventure!