Customer Experience Representative

Your Impact BOTE is looking to fill a role for a Customer Experience Representative responsible for executing industry-leading customer experiences across the business and increasing the satisfaction and lifetime value of our customers. This role is responsible for providing timely, exceptional support to the BOTE network of customers, while also identifying and capitalizing on ways to build lasting relationships with our customers that translate to value for the company. This individual will work with our internal customer support/sales team. What You’ll Do Be the voice of our brand to our customers and exude the BOTE mission by putting the customer at the center of everything we do. Serve as an advocate for our customers, always putting yourself in their shoes and execute accordingly. Learn the BOTE family of products, including paddle boards, Kayaks, Skiffs, Docks and all gear, to be able to speak to customers intelligently about the products. This includes in-depth knowledge of all product features, innovations and benefits. Work with a sense of urgency to ensure that all inbound customer inquiries are responded to and resolved appropriately according to the company’s standard operating procedures. These inquiries may include: product info & advice, return & exchanges, warranty claims, shipping questions, feedback & suggestions, maintenance questions, product registration & documentation. Responsible for executing exceptional customer communications across all channels: phone, email, support tickets & contact us forms, chat, social media and reviews. Maintain documentation of all customer correspondence leveraging the company’s order management and customer help desk ticketing system. Processing returns/exchanges. Contributing to company’s KPIs and sales targets. What You’ve Accomplished Equivalent related professional experience. Direct experience in customer service; able to work self-sufficiently with limited direct supervision. Enjoy thinking outside the box and solving problems with creative solutions. Excellent communication skills across all channels: in-person, phone and written. Excellent time management abilities with a proven ability to multi-task. Strong attention to detail and service-oriented approach. Ability to work individually and in a team environment. Strong computer skills and adaptability learning new software platforms and data management processes. Passionate about the paddle industry, and the lifestyle that the BOTE brand represents is preferred. Friendly and comfortable with speaking directly with customers on the phone and through written communication and thinking on their feet. Ability to be confident, patient and polite when dealing with difficult situations. Fast learner who is willing to dive in and learn on the job. Desires a long-term career that offers growth in customer relations, product sales, business operations or marketing. #J-18808-Ljbffr