Customer Experience Specialist — Hybrid Eyewear Support

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

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,