What are the responsibilities and job description for the Customer Experience Specialist position at BOTE?
Your Impact
BOTE is looking to fill a role for a customer experience specialist responsible for executing industry-leading customer experiences across the business and increasing the satisfaction and lifetime value of our customers. This role is responsible for providing timely, exceptional support to the BOTE network of customers, while also identifying and capitalizing on ways to build lasting relationships with our customers that translate to value for the company. This individual will work with our internal customer support / sales team.
What You'll Do
- Be the voice of our brand to our customers and exude the BOTE mission by putting the customer at the center of everything we do.
- Serve as an advocate for our customers, always putting yourself in their shoes and execute accordingly.
- Learn the BOTE family of products, including paddle boards, Kayaks, Skiffs, Docks and all gear, to be able to speak to customers intelligently about the products. This includes in-depth knowledge of all product features, innovations and benefits
- Work with a sense of urgency to ensure that all inbound customer inquiries are responded to and resolved appropriately according to the company's standard operating procedures. These inquiries may include : product info & advice, return & exchanges, warranty claims, shipping questions, feedback & suggestions, maintenance questions, product registration & documentation.
- Responsible for executing exceptional customer communications across all channels : phone, email, support tickets & contact us forms, chat, social media and reviews.
- Maintain documentation of all Customer correspondence leveraging the company's order management and customer help desk ticketing system
- Processing returns / exchanges
- Contributing to companies KPIs and sales targets.
What You've Accomplished