What are the responsibilities and job description for the Customer Experience Associate position at iBUYPOWER?
Department: Marketing
Location: City of Industry, CA
Compensation: $20.00 - $22.00 / hour
We are seeking a Customer Experience Associate to support our HYTE team. The associate will be responsible for assisting customers via email, resolving inquiries, troubleshooting product issues, and collaborating with internal teams to enhance the overall customer experience. Ideal candidates must possess a customer-first mindset, strong communication skills, technical troubleshooting ability, and a willingness to thrive in a fast-paced, high-growth environment.
Key Responsibilities
- Serve as the first point of contact for customers, providing timely and professional support via email.
- Address and resolve customer inquiries regarding products, services, orders, returns, and troubleshooting issues.
- Foster positive customer relationships by demonstrating empathy, patience, and a commitment to customer satisfaction.
- Diagnose and troubleshoot common technical issues, providing step-by-step solutions or escalating complex cases to the appropriate team.
- Assist customers with product setup, configuration, and troubleshooting to enhance their user experience.
- Escalate complex issues to the appropriate department while ensuring a smooth resolution for the customer.
- Identify opportunities for process improvements based on customer feedback and share insights with the team.
- Collaborate with internal teams, including product development and marketing, to enhance the overall customer experience and refine product support documentation.
- Bachelor's degree is required, preferably in Business Administration, Information Technology, Communications, or a related field.
- 1 to 2 years of experience in customer service, technical support, or a related role is required.
- Ability to diagnose and troubleshoot basic technical issues with hardware and software.
- Strong problem-solving skills and attention to detail.
- Familiarity with customer service software. (e.g. Zendesk)
- If hired, must provide proof of full vaccination on start date, unless prohibited by federal, state, or local law. Full vaccination means receiving the second dose in a two-dose series (i.e. Pfizer, Moderna), or a single-dose vaccine (i.e J&J). Examples of proof of full vaccination include an original, photocopied, or digitally completed vaccination card that includes name, type of vaccine provided, and date of last dose administered.
- Medical, Dental, Vision Insurance.
- PCP & Specialist Office Visit Reimbursements.
- Basic Life Insurance.
- PTO & Sick Leave Days.
- Paid Holidays.
- Day Off to Celebrate Your Birthday.
- 401K & Employer Match.
Salary : $20 - $22
