Description

CUSTOMER EXPERIENCE REPRESENTATIVE – Denver, CO (in office 2x/week)
Our vision is to inspire more people to get outside by designing the outdoors seamlessly into life. We are a Colorado-based outdoor brand offering sustainable, durable apparel and accessories, founded with the fundamental belief that everyone experiences the outdoors differently. We want to get everyone outside without feeling encumbered by the traditional notions that hold them back. We are rooted in mountain culture, but we also love exploring cities and world travel. We celebrate these radical differences by offering products that help people get confidently outside on their own terms, regardless of location.

Salary: $18.50-21/ hour

Description:

This position is primarily responsible for handling customer service inquiries for Topo Designs and Topo Designs Retail and will work heavily with the Topo Designs cross functional organization reporting into Marketing.
This position reports to the Customer Service & Community Engagement Supervisor. 

Experience/ Education Requirements:

• Bachelor's degree (B.A.) or (B.S.); OR

• At least 1-2 years of direct customer service experience, preferably over email, phone and online chat.

Responsibilities: 

• Ensures full customer satisfaction and maintains a friendly, helpful demeanor via email, live chat, online reviews, and phone.

• Place orders on customers’ behaviors or make adjustments to orders at customers’ requests.

• Submits to 3PL corrections to errant shipments.

• Assesses orders flagged for potential fraudulent purchase and cancels as needed.

• Identifies and prioritizes problems and issues related to incoming customer requests.

• Maintains close contact with the customer to give updates on progress toward resolution of issue or service request.

• Ensures that appropriate changes were made to resolve customers' problems.

• Refers unresolved customer issues to designated departments for further investigation.

• Processes returns, repair items, damages, adjustments or other related product inquiries.

• Responsible for cleaning up outstanding RMA’s at the end of each month.

• Place sales and marketing orders when requested by these teams.

• Keeps records of customer interactions, records details of inquiries, complaints, or comments, as well as actions taken via Topo’s CRM software.

• Contacts vendors or claims adjustment departments to resolve shipping problems and/or lost claims. 

• Resolves issues by offering solutions, explanations and options.

Qualifications/Skills:
Topo Designs is a fast-moving energetic company and is looking for people excited about working in a fast and flexible environment. Problem solvers and positive people are who we are and who we are in search of. This is a full-time, non-exempt position.

Qualifications