CUSTOMER EXPERIENCE REPRESENTATIVE

STAND DESK; Miami (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

STAND DESK in Miami is seeking a skilled Customer Experience representative to handle client support and convert leads into customers. The ideal candidate will possess 2+ years of customer service experience and demonstrate empathy and organizational skills.

The role involves addressing complex customer inquiries, maintaining accurate case documentation, and uplifting customer satisfaction by creating memorable interactions. A Bachelor's degree is preferred, along with familiarity with Desk.com and social media.

Qualifications

• Minimum of 2 years experience in customer service.
• Obsessively organized and detail-oriented.
• Ability to work calmly under pressure.
• Compelling writer with excellent grammar.

Responsibilities

• Address complex customer questions via email and phone within 24 hours.
• Convert leads into customers while cross and upselling.
• Create exceptional customer experiences.
• Manage customer issues requiring coordination between STAND DESK teams.

Skills

Organizational skills

Empathy

Sales skills

Communication skills

Typing speed (50+ wpm)

Education

Bachelor's Degree from an accredited university

Tools

Desk.com

Google Apps

MS Office

Social Media

Job description

Customer Experience is the hub of client support and advocacy at STAND DESK. Whether it’s helping with a simple question, solving a complex issue, or turning feedback into action to make our product easier to use, STAND DESK Support knows our clients inside and out, and does everything necessary to ensure a consistently positive experience. Ever felt like you kept having the same problem, or that the rep just wasn’t understanding the issue? It sucks, right? There’s nothing quite like awesome support, and it takes a team of attentive, empathetic, and critical thinkers who constantly strive for perfection!

Job Description

• Expertly address complex questions via email and phone within 24 hours, providing answers that are quick and easy to understand
• Smoothly convert leads into customers while cross and upselling
• Exceed expectations by creating "wow.. no ones ever done that for me before" moments with our customers
• Convert unhappy customers into raving fans
• Be the voice of STAND DESK in our Social Media community
• Represent STAND DESK with pride and passion, using your ‘Voice’ to communicate with customers in a friendly, professional manner
• Run point on customer issues that require masterful coordination between multiple STAND DESK teams
• Maintain and update customer cases accurately
• Thoroughly document case actions and follow our Desk.com label and custom field guidelines, ensuring all cases are accurately categorized

Qualifications

• Have a minimum of 2 years experience in customer service and a flare for sales
• Obsessively organized, detailed-oriented, and sincerely empathetic - you always keep calm under pressure
• Type 50+ wpm, adept with Desk.com, Google Apps, MS Office, and Social Media
• Compelling writer who crafts grammatically impeccable emails, oh and you’re just as articulate on the phone ;)
• Self-sufficient and hate being babysat, because who likes babysitting?
• "Zero inbox" master who is able to share your methods with the rest of the team
• Bachelor's Degree from an accredited university (preferred)

Additional Information

All your information will be kept confidential according to EEO guidelines.