Customer Experience Specialist

Summary

Responsibilities

• Serve as a primary point of contact for customers, providing support via phone, email, and live chat throughout the entire customer journey.
• Support customer inquiries with accuracy and efficiency
• Deliver an exceptional customer experience by understanding customer needs, addressing concerns, and providing clear, empathetic solutions
• Handle high-volume, real-time customer interactions while maintaining professionalism and attention to detail
• Maintain up-to-date knowledge of ROKA products to provide informed recommendations and guidance
• Identify trends in customer feedback and provide actionable insights to leadership for continuous improvement

Must Haves

• Experience:
• 5+ years of relevant customer service experience
• Experience at a Direct to Consumer Brand is a plus
• Proven ability to manage high-volume, multi-channel customer communication (phone, email, chat).
• Demonstration of a high level of organization with very strong attention to detail.
• Experience resolving complex inquiries and escalations with professionalism and empathy.
• Skills:
• Strong verbal and written communication skills, including "modern" communication skills - email, text, cell phone but knows when to pick up the phone or walk down the hall to communicate.
• Proven positive attitude with ability to quickly and thoroughly solve problems for customers when things don’t go 100% as planned.
• Strong work ethic with a high level of empathy, energy, and enthusiasm
• Self-starter who is able to problem-solve independently and comfortably execute at a high level
• Experience with Customer Service Platforms, Gorgias a plus
• Eager to learn our catalog and technology inside and out to offer product advice and help customers understand what makes our products different
• Ability to clearly articulate goals and objectives to peers and drive job performance.

Work Location

• ROKA is located in Austin, TX, USA. The Company is on a hybrid work schedule. Candidates must be prepared to work on-site as often as needed per the Department’s business needs. Remote candidates will not be considered for this position.

Benefits Include

• Health, dental, vision & FSA, employer paid life insurance
• Vacation and sick leave
• 401(k) with match
• Gym membership stipend
• Paid maternity and paternity leave
• Employee and industry discounts
• Fun and casual but high performance atmosphere