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ROKA · 4 months ago

Customer Experience Specialist - Entry Level

Austin, Texas, United States

Full-time

Hybrid

New Grad, Entry Level

ROKA is an independent performance eyewear brand based in Austin, Texas, looking for an entry level Customer Experience Specialist to enhance their customer service team. The role involves serving as the primary point of contact for customers, assisting with inquiries, and maintaining product knowledge to provide effective support throughout the customer journey.

ApparelE-CommerceEyewearManufacturingRetailSports

Responsibilities

Serve as a primary point of contact for customers, providing support via phone, email, and live chat throughout the entire customer journey

Assist ROKA customers with various inquiries, including but not limited to, initial order to processing, returns and exchanges, and assisting with warranty requests

Maintain up-to-date knowledge of ROKA products to provide informed recommendations and guidance

Qualification

Customer service experienceCommunication skillsProblem-solving skillsCustomer Service platformsAttention to detailSelf-starter

Required

Relevant customer service experience with proven one-on-one touchpoints with customers via phone, chat, email, and/or in-person

Demonstration of a high level of organization with very strong attention to detail

Proven positive attitude with the ability to quickly and thoroughly solve problems for customers when things don't go 100% as planned

Strong verbal and written communication skills, including 'modern' communication skills - email, text, cell phone but knows when to pick up the phone or walk down the hall to communicate

Strong work ethic with a high level of empathy, energy, and enthusiasm

Self-starter, who can problem-solve independently and comfortably execute at a high level

Eager to learn ROKA products inside and out to offer product advice and help customers understand what makes our products different