Customer Experience Specialist

ROKA; Austin (TX); Hybrid; USD 32,000 - 45,000; Full time

Benefits offered by this job

Vacation and sick leave

401(k) with match

Paid maternity and paternity leave

Employee and industry discounts

Fun and casual but high performance

Job summary

ROKA, an independent performance eyewear brand born in Austin, Texas, seeks an entry level Customer Experience Specialist to join our team. You will be the primary contact for customers via phone, email, and live chat, guiding them through orders, returns, exchanges, and warranty requests.

Based in Austin, this role follows a hybrid on-site schedule; remote candidates are not considered. You will stay current on ROKA products, communicate clearly, solve problems quickly, and deliver friendly,

Qualifications

• Relevant customer service experience with 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.

Responsibilities

• Serve as a primary point of contact for customers, providing support via phone, email, and live chat throughout the entire customer journey
• Assist customers with orders, processing, returns and exchanges, and warranty requests
• Maintain up-to-date knowledge of ROKA products to provide informed recommendations and guidance

Skills

Communication skills

Attention to detail

Problem solving

Empathy

Self-starter

CRM platforms experience

Job description

Welcome to ROKA - an independent performance eyewear brand born in Austin, Texas. We’ve redefined what everyday eyewear can be by infusing cutting-edge sport performance technology into prescription glasses and sunglasses built for real life. Whether you're training, running, cycling, or tackling your daily grind; if you move, we’ve built eyewear that moves with you.

ROKA is looking to add an entry level Customer Experience Specialist with the ability and passion to join our existing team and help take our Customer Experience to the next level.

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

Must Haves:

Experience:

• 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

Skills:

• 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
• Experience with Customer Service platforms a plus
• Eager to learn ROKA products inside and out to offer product advice and help customers understand what makes our products different

Work Location:

ROKA is located in Austin, TX, USA. The Company is on a hybrid work schedule. Candidates must be prepared to work on-site as often as needed per the Department’s business needs. Remote candidates will not be considered for this position.

Benefits Include

• Vacation and sick leave
• 401(k) with match
• Paid maternity and paternity leave
• Employee and industry discounts
• Fun and casual but high performance atmosphere