Customer Experience Specialist

Position Title: Customer Experience Specialist

Department: Marketing/DtC

Reports To: CX Channel Lead

General Summary: As a Customer Experience Specialist, you will be responsible for delivering exceptional customer service and support through customer interactions including but not limited to chat, phone calls, email, managing product reviews, and SMS responses. Your role will involve addressing customer inquiries, resolving issues, and ensuring a positive customer experience from pre to post-purchase. You will collaborate closely with various teams, including the eCommerce, Advertising and Email teams, to improve customer communications and satisfaction and contribute to the overall success of the organization.

Essential Job Functions:

Customer Support + Engagement:

• Be the #1 voice of the customer at DECKED as the first point of communication with the customer.
• Maintain the highest level of product knowledge to best assist customers.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolve customer issues and complaints efficiently and effectively, ensuring customer satisfaction.
• Document and track customer interactions and resolutions in the CRM system
• Build and maintain strong relationships with customers by providing personalized service.
• Proactively reach out to customers to gather feedback and identify opportunities for improvement.
• Assist in developing and implementing customer retention and cross-selling strategies.
• Act as a liaison between customers and internal teams to ensure customer needs are met.
• Travel as required or customer events and support

Problem Solving:

• Analyze customer feedback and data to identify trends and areas for improvement, specifically focused on a customer first approach (i.e. intuitive, no BS).
• Collaborate with cross-functional teams to address and resolve customer pain points.
• Develop and implement solutions to improve customer experience.
• Continuously seek ways to improve processes and enhance customer satisfaction.

Communication:

• Communicate effectively with customers to understand their needs and provide appropriate solutions, ensuring that all interactions align with DECKED's brand pillars of Customer First, No BS, Intuitive, Rugged, and Built for Tomorrow.
• Provide regular updates to the Customer Service Manager on customer feedback and trends.
• Participate in team meetings and contribute to discussions on improving customer service practices.

Knowledge, Skills, and Abilities:

• Previous experience in customer service or a related field is preferred.
• Demonstrates a hand-on, can-do attitude with a willingness to take on tasks outside the typical job scope to ensure the success of the team.
• Strong problem-solving skills with the ability to handle difficult situations.
• Proficiency in using CRM systems and customer support tools.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively in a team environment.
• Detail-oriented and capable of managing multiple tasks simultaneously.
• Willingness to work flexible hours, including evenings and weekends, as needed.
• Bachelor’s degree or equivalent experience in a similar industry is preferred.
• Ability to thrive in a fast-paced and collaborative environment.

Compensation and Benefits:

• Compensation DOE
• Health, dental, vision, short- and long-term disability, & group term life insurance
• 401k with match
• Paid parental leave
• Wellness benefit
• Free water, decent coffee, nice people

Note: The statements herein are intended to describe the general nature and level of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.