Job Summary: 

• Ensure Customer Experience is always prioritized in order to deliver the best brand experience and customer loyalty
• Communicate with empathy, kindness, and patience via e-mail and phone as a true consumer advocate
• Work directly with customers to troubleshoot complex tasks involving technologies such as Bluetooth, Chromecast, Wi-Fi streaming, etc.
• Operate within Zendesk, Shopify, Netsuite, and other third-party e-commerce applications necessary to complete logistical tasks worldwide
• Daily processing of Returns and RMAs to completion logistically, from label creation to receipt confirmation, involving communication with third-party logistics and Operations team
• Assist with logistics operations such as tracking, executing RMA / sales orders, following up on shipments
• Perform, test, and report quality assurance through the use of current and future products
• Support the purchasing experience from order to delivery by partnering with the E-Commerce team to quickly and efficiently solve any logistics or operations related issues
• Support Manager and work cross-functionally with logistics team to ensure appropriate processes are in place for inventory management, order submissions, and tracking
• Support Manager in a recording of data for daily RMA and returns reports to share across departments
• Maintain order accuracy, customer calendar and the department

Skills on Resume: 

• Customer Experience Priority (Soft Skills)
• Empathetic Communication (Soft Skills)
• Technology Troubleshooting (Hard Skills)
• E-commerce Tools Proficiency (Hard Skills)
• Returns Management (Hard Skills)
• Logistics Coordination (Hard Skills)
• Quality Assurance Testing (Hard Skills)
• Cross-Functional Support (Soft Skills)

Job Summary: 

• Delighting customers in every engagement, by going the extra mile to resolve issues
• Proactively spotting areas for improvement in the product, and communicating these effectively with other teams, and owning the problem to ensure it is resolved
• Developing an understanding of what the customers want and need on the site, sharing this feedback to continue enhancing the product from a customer perspective
• Owning the customer experience of a major product
• Consistently tracking patterns and trends, responsible for collaborating with engineering and design teams to upgrade experience.
• Field and respond to customer questions and needs via ZenDesk (email and phone)
• Troubleshoot issues with account management, shipments, billing, and more
• Consolidate and report common technology issues customers face to the product and development team
• Develop and implement initiatives to improve or automate processes related to CX and Operations
• Be the voice of the customer during internal conversations
• Find ways to raise the bar on customer experience, to ensure we're always delivering the best possible experience to everyone

Skills on Resume: 

• Issue Resolution (Hard Skills)
• Proactive Communication (Soft Skills)
• Customer Feedback Analysis (Hard Skills)
• Experience Ownership (Soft Skills)
• Trend Tracking (Hard Skills)
• ZenDesk Proficiency (Hard Skills)
• Problem Troubleshooting (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Be the first point of contact between homeowners and Orchard, leveraging phone, text and email communication
• Generate new business through inbound and outbound sales calls
• Maintain a personal database of leads to work and convert in the future
• Hold an active TX real estate license (or get licensed within first three months)
• Share customer learnings to help better serve customers through a superior online and offline experience
• Be comfortable working in the ambiguity and shifting priorities that come with an early stage startup
• Explain service and offerings, and answer questions from potential customers
• Play a vital role in coordinating customers’ logistics directly with facility partner by scheduling and rescheduling shipments
• Find nimble solutions to shipment issues as they occur to ensure that meet customers’ needs in the face of any obstacles
• Provide world-class service to customers’ facilities by deeply understanding operational requirements
• Prioritize facility relationships to make the digital broker of choice
• Meticulously follow standard operating procedures and contribute to continuous improvement

Skills on Resume: 

• Multi-Channel Communication (Hard Skills)
• Sales Generation (Hard Skills)
• Lead Management (Hard Skills)
• Real Estate Licensing (Hard Skills)
• Customer Insight Sharing (Soft Skills)
• Adaptability (Soft Skills)
• Service Explanation (Hard Skills)
• Logistics Coordination (Hard Skills)

Job Summary: 

• Develop a deep understanding of processes and policies. 
• Hop on the site and social media regularly and familiarize yourself with new products so can be an authority on fit, fabric, styling and function.
• Clear out the “inbox” through all of messaging channels. 
• Check in at least twice a day (once in the AM and once in the PM) to make sure all pending tickets are being addressed quickly and efficiently while making every customer experience seamless. 
• Field return requests, process refunds, send replacements. 
• Offer sizing and style advice. 
• Adhere to existing support and tracking processes but always take the initiative to add to or iterate on workflows and offer creative solutions 
• Report regularly on style and fit feedback, product quality and customer satisfaction.
• Charge of executing influencer product send outs and managing all related correspondence.
• Monitor orders in warehouse extranet and communicate regularly with them to ensure fulfillment is seamless and all data is properly synced with online storefront. 
• Troubleshoot any syncing issues with the appropriate vendor.
• Consider the entire customer experience and lifecycle and devise strategies that improve conversion, retention rates and overall customer satisfaction.

Skills on Resume: 

• Process Mastery (Hard Skills)
• Product Knowledge (Hard Skills)
• Messaging Management (Hard Skills)
• Ticket Management (Hard Skills)
• Refund Processing (Hard Skills)
• Styling Advice (Soft Skills)
• Workflow Innovation (Soft Skills)
• Customer Lifecycle Strategy (Hard Skills)

Job Summary: 

• Instilling a strong customer-centric culture to keep everyone focused on what really matters: helping customers
• Speaking directly and honestly with customers and coworkers to build lasting relationships
• Supporting others on the Customer Experience team by being a point of escalation and coaching new team members
• Communicating with customers through in-app messaging feature but also through calls and emails
• Proactively identify patterns with customers, so can improve tools and products to make community happier
• Recognizing customers who are in vulnerable situations and helping to determine steps can take to support them
• Monitor and report on team metrics to assess efficiency and optimization of the Concierge Specialists
• Working closely with financial crime team to act as the first line of defense to help spot and investigate trends
• Facilitating the customer experience during all phases of the lifecycle as they onboard, adopt, and use offerings
• Coordinating with Customer Experience team to help draft, edit, and maintain both internal and customer-facing documentation, including multimedia tutorials and webinars, with a goal to eliminate support contacts and address customer questions without escalation
• Architecting internal processes and best practices in an effort to continually improve the customer experience and the overall customer support flow
• Collaborating with development partners and vendors to troubleshoot and then manage technical escalations beyond Tier 1 Concierge support

Skills on Resume: 

• Customer-Centric Culture (Soft Skills)
• Honest Communication (Soft Skills)
• Team Support (Soft Skills)
• In-App Messaging (Hard Skills)
• Pattern Identification (Hard Skills)
• Vulnerable Customer Support (Soft Skills)
• Metrics Monitoring (Hard Skills)
• Process Architecture (Hard Skills)

Job Summary: 

• Reporting to Customer Experience Manager, CX Associates are dedicated customer advocates and GUNNAR champions. 
• Collaborate with the Customer Experience Manager to advance key marketing and CX initiatives, while supporting all areas of GUNNAR’s global business (marketing, sales, operations, finance, etc)
• Answer incoming customer inquiries via phone, live chat, social, or email regarding issues related to an order, product, billing, shipping, etc.
• Master and champion the GUNNAR brand, product, and technology to educate customers and drive more sales
• Maintain a high level of professionalism, empathy, and enthusiasm when interfacing with customers to ensure high customer satisfaction
• Work with the warehouse and other shipping entities to resolve shipping issues in a timely manner
• Assist the Prescription (RX) department with responding to customer inquiries about frame sizing, prescription information, lens options, etc.
• Think proactively and collaborate with the CX team and manager to ideate on ways to improve the global customer experience
• Identify trends and patterns in customer sentiment to accurately capture the voice of the customer to initiate improvements
• Work as a team among the best in the business
• Partner cross-functionally with Account Management, Carrier Management, and Carrier Operations team as an advocate for customers and carriers

Skills on Resume: 

• CX Initiative Collaboration (Hard Skills)
• Inquiry Response (Hard Skills)
• Brand Advocacy (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Shipping Issue Resolution (Hard Skills)
• Prescription Assistance (Hard Skills)
• Proactive Improvement (Soft Skills)
• Cross-Functional Partnership (Soft Skills)

Job Summary: 

• Handle a high volume of customer contacts from students and university dining teams, specifically regarding payments and account issues.
• Respond to complex issue escalation from the tier 1 team and work with Techops and Engineering as necessary to resolve the issue.
• Handle feedback and requests from campus officials and have a strong grasp of prioritized client needs.
• Navigate complex tier 2 and 3 issues involving fraud, issues adding university card, hotel room change failures or hospital payroll deductions
• Perform walkthroughs with customers for questions in the app, including troubleshooting technical issues.
• Provide feedback for Tier 1 teams for missed process opportunities to increase first contact performance.
• Collaborate with other campus teams as when resolving issues and determine issue severity for other teams.
• Ownership of issues to resolution including timely follow-up with the customer.
• Support pilot initiatives and contribute to overall design improvements through project reviews, feedback to teams.
• Recommend opportunities to drive process improvements that will positively impact the diner or campus’ experience.
• Respond to all Grubhub app reviews and tweets regarding campus dining.

Skills on Resume: 

• Payment Issue Handling (Hard Skills)
• Complex Issue Resolution (Hard Skills)
• Client Needs Analysis (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Process Improvement Feedback (Hard Skills)
• Cross-Team Collaboration (Soft Skills)
• Issue Ownership (Soft Skills)
• Social Media Response (Hard Skills)

Job Summary: 

• Handle customer service situations in a professional and sensitive manner
• Drive client engagement from post-sale throughout the initial implementation period before the introduction to the Support Services Team
• Deliver a consultative and customer-centric approach to problem-solving
• Build strong relationships with internal and external partners to achieve top-notch customer experience and client retention
• Respond to requests from incoming telephone calls/emails regarding Roadside Assistance and complaints, & features of vehicle while demonstrating a pleasant and professional telephone manner.
• Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources.
• Listen and probe for additional information 
• Make sound decisions concerning the prioritization of service (e.g., safety concern, urgency & expectation)
• Provide necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival.
• Suggest opportunities that will enhance a Member's experience, promote related programs as required by the Member’s individual situation.
• Following up on complaints and breakdown cases and ensuring customers are updated at all times

Skills on Resume: 

• Customer Service Handling (Hard Skills)
• Client Engagement (Hard Skills)
• Consultative Problem-Solving (Hard Skills)
• Relationship Building (Soft Skills)
• Complaint Resolution (Hard Skills)
• Decision-Making (Soft Skills)
• Communication Skills (Soft Skills)
• Proactive Follow-Up (Hard Skills)

Job Summary: 

• Responsible for providing fast, efficient, and bespoke experience to customers
• Responsible for the day-to-day customer communications, as well as overseeing customer data, insights, and KPIs in order to enable team to make data based decisions on future programs, supply acquisition and resource utilization. 
• Help grow and provide a frictionless experience for customers by identifying bottlenecks, finding solutions, and creating automated processes. 
• Identify opportunities to “surprise and delight” community and customers.
• Surpass simply executing responsive communication with customers, and find opportunities to maintain personalized and strategic communication, increasing booking conversions. 
• Exceeding in this role would include going beyond the required tasks of this position, and bringing opportunities and strategic ideas in this sector to the attention of leadership. 
• Delivering an excellent customer experience to increase customer engagement and subscriber retention
• Providing daily support to customers via telephone, email and social media channels
• Acting as the first point of contact in the business to deliver an excellent customer experience
• Managing and routing all inbound enquiries to the appropriate person
• Maximizing the conversion of customer enquiries contributing to the growth of the business
• Capturing and tracking feedback from customers in line with agreed processes to ensure products and customer experience are developed in line with demand
• Grow and manage a small team of accounting and finance professionals, responsible for day-to-day financial operations
• Ensure accurate and timely reporting of financial results and business performance
• Own and drive strategic planning processes to align key company initiatives with resource investments

Skills on Resume:

• Customer Experience Delivery (Hard Skills)
• Data-Driven Decision Making (Hard Skills)
• Process Automation (Hard Skills)
• Customer Engagement Strategies (Hard Skills)
• Strategic Communication (Soft Skills)
• Leadership Collaboration (Soft Skills)
• Inquiry Management (Hard Skills)
• Team Management (Soft Skills)

Job Summary: 

• Be front of the line for customer inquiries, helping them get the information need, quickly and efficiently across email and social media channels.
• Record information and update systems as required to capture necessary information and enhance the customer experience.
• Contribute to the Help Centre, creating and maintaining content that explains how to best use the product.
• Play an important role in listening to customer feedback and developing ideas for new products or improved processes.
• Contribute to content strategy by producing content to improve the customer experience (blog, case studies, FAQs, newsletter content, social media posts).
• Help craft overall customer experience strategy, scaling it as the company continues to grow.
• Optimise the customer experience to increase conversion and create deeper product engagement
• Liaise with suppliers on order queries when necessary, follow through and resolve any issues that arise.
• Provide leadership and support across a variety of strategic company initiatives
• Liaise with third-party vendors, auditors, and legal counsel to navigate and solve unique business problems pertaining to digital asset accounting and reporting standards
• Serve as an internal thought leader to key decision makers, with specific focus on monetization strategies and optimizing the business for growth
• Track, monitor, and report on the performance of the business and provide detailed financial forecasts with actionable insights for internal and external stakeholders
• Help develop and implement processes, systems, and frameworks that enable scaling of operations for a company experiencing rapid growth

Skills on Resume: 

• Inquiry Management (Hard Skills)
• Data Recording (Hard Skills)
• Content Creation (Hard Skills)
• Feedback Analysis (Soft Skills)
• Strategy Development (Soft Skills)
• Experience Optimization (Hard Skills)
• Supplier Coordination (Hard Skills)
• Leadership Support (Soft Skills)

Job Summary: 

• Provide friendly and personal support to the client community via various support channels
• Be the first point of contact to handle and resolve user issues, such as trust and safety and violation of community guidelines reports
• Understand the challenges users face and provide effective solutions
• Address support issues and identify top user issues
• Work with the team to proactively address them and find relevant solutions
• Evaluate workflows and propose recomendations to be more efficient, relevant and valuable internally and externally
• Directly interact with customers over the phone, email, and chat
• Follow up on orders and answer product knowledge questions
• Provide the ultimate customer experience
• Provide real-time support to Service Professionals in the field to ensure successful deliveries.
• Triage all incoming fleet customer support requests and resolve or escalate to the account owner.
• Collaborate with Account Management on escalated support requests and ensure positive customer outcomes.
• Assist with account implementation and launch.
• Escalate issues in real-time to customer contacts.
• Provide support for direct-to-consumer deliveries.

Skills on Resume: 

• Client Support (Hard Skills)
• Issue Resolution (Hard Skills)
• User Empathy (Soft Skills)
• Workflow Evaluation (Hard Skills)
• Customer Interaction (Hard Skills)
• Order Follow-up (Hard Skills)
• Real-time Support (Hard Skills)
• Escalation Management (Soft Skills)

Job Summary: 

• Manage daily brand and customer communications via email, SMS and social media
• Build loyalty and trust with brands and consumers through detailed and helpful responses
• Work with operations and engineering teams to spot patterns in CX communication and solve the root cause
• Help keep current tech stack up-to-date and aligned with best-in-class products within the industry
• Build and be a part of a world class customer service culture
• Provide world-class customer service at highest level of escalation.
• Partner with various departments from Legal to Logistics
• Analyze customer needs on an ongoing basis to assist in identifying and recommending enhancements.
• Day-to-day interaction with clients at multiple levels, including individual learners
• Manage processes to deliver team-based, training-as-a-service product to global clients
• Develop close working relationship with clients so understand & anticipate needs
• Track cohort progress to ensure successful course completion
• Participate & lead onboarding webinars/learner discussion forums

Skills on Resume: 

• Communication Management (Hard Skills)
• Loyalty Development (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Tech Stack Management (Hard Skills)
• Service Excellence (Soft Skills)
• Problem Resolution (Hard Skills)
• Relationship Management (Soft Skills)
• Program Tracking (Hard Skills)