Customer Experience Agent

Description

Position Overview:

Under the direction of the Senior E-commerce Manager, the E-commerce Customer Experience Agent is willing to go out of their way to delight the customer. The position handles daily communication to ensure that customer questions are answered, fitness equipment is appropriately delivered to the customer’s home, and customer satisfaction with the process is achieved. In this role, the candidate will work with pre-sale and out-of-warranty customers to achieve strong business results and customer satisfaction. 

Responsibilities:

Online Customer Support – Finished Goods & Parts

· Use sales tactics to: 

o Consistently move the customers towards purchase and close sales.

o Encourage customers to purchase additional and add-on items where appropriate.

· Present key selling points/features and benefits while focusing on customer needs and expectations.

· Actively seek answers to customer questions and issues. Follow up with customers promptly and effectively.

· Maintain best practices to hit KPI targets around response times to customer solutions.

· Stay up to date on product lines, service issues, known product issues, product updates, promotions, competitive products, and business activities to be a knowledgeable customer resource.

· Able to support our customers through various scenarios, including order status, shipping concerns, cancellations, returns, and referring to troubleshooting guides and part support for various residential fitness equipment.

Maintain & Manage Customer Database/ Order Management

· Utilize Zendesk ticketing for most of the consumer contact.

· Follow SOPs to ensure complete and accurate information on customer records when necessary.

· Work to solve customer order issues that benefit JHTNA and maintain/increase customer satisfaction.

· Coordinate with level II specialists on exception management such as pricing adjustments, product allocation and release, credit, etc.

· Maintain strong customer satisfaction while balancing time spent on each ticket/case.

Additional Responsibilities 

· Arrive at work and log into Paylocity 5 minutes before the start of the shift.

· Maintain a professional image by projecting a positive and professional demeanor to all internal and external contacts.

· Communicate important customer issues to relevant people or teams.

· Serve as a key Customer Experience team member and inspire peak performance.

· Assist, as needed, with projects or E-commerce initiatives.

· Assist with identifying key customer trends and communicating to appropriate stakeholders.

· Work closely with level II specialists for cross-training opportunities to build skill sets

· Handles complaints and issues. Creates cases and/or assigns tickets to customers to ensure their care.

· Point person for outbound calling to customers when necessary.

· Conflict resolution proficiency

Requirements

Education:

· Minimum high school diploma or equivalent required

Experience:

· Experience working in a call center, customer service, or fitness industry required.

· 1-2 years experience in coordinating multiple tasks and information flow within a customer and sales environment preferred.

· Previous experience in Johnson Health Tech support, sales, quality, or a related field is preferred.

· Experience troubleshooting fitness equipment preferred.

· Experience working with sales, marketing, IT, and customer tech support teams required.

· Experience with chat tools and chat sales 

· Experience working with escalated customers in a fast-paced environment

Other Requirements:

· Understanding of the health and fitness industry.

· Attention to detail and excellent writing, editing, and proofreading skills, especially concerning customer communication.

· Strong phone and interpersonal skills.

· Proficient in Microsoft Office, Starfruit, CRM, Online Remedy, ZenDesk, shipping and freight carrier information, and phone systems.

· Strong problem-solving skills

· Task-oriented, organized, analytical, adaptable, diplomatic, and enthusiastic.

· High-speed internet and a dedicated quiet workspace for remote work.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs