Customer Experience Agent - Full-Time

About the role

The schedule is 9 a.m. to 5 p.m., either Sunday through Thursday, or Monday through Friday. Training will be weekdays. Weekends would be worked remotely following successful completion of training.

Responsibilities

• Deliver service so blindingly awesome that our customers can't help but share it
• Create sustainable relationships and trust with customers through interactive email, phone, chat and social media communications
• Provide accurate, valid and complete resolutions for customers
• Fulfill the role as 'watchdog' by reporting any issues, friction or inconsistencies in the customer journey
• Collaborate with other teams (marketing, eCommerce, IT, etc.) to improve efficiencies internally and externally

Requirements

• At least 1 year of customer support experience, ideally in an eCommerce, call center, or retail setting, developing sustainable relationships through phone, email, chat, and social media
• Technical proficiency in website and mobile app navigation
• Experience in customer service software tools such as Gorgias preferred
• Friendly and professional phone etiquette skills
• Strong written and verbal communication skills
• Enthusiastic, self-motivated to make a positive impact in our customer's lives
• Proven ability to multi-task, prioritize, and manage time effectively

Qualifications

• College degree preferred

Skills

• Customer service
• Technical proficiency
• Communication skills

Benefits

• Medical, Dental, and Vision Insurance
• Group/Voluntary Life Insurance
• Long Term Disability Insurance
• Short Term Disability Insurance
• Flexible Spending Account
• Dependent Care Spending Account
• Health Savings Account
• 401K with Immediate Vesting and Automatic Employer Contributions
• Wellness Plan, with an annual Wellbeing Reimbursement Allowance
• Annual Employee Purchase Allowance
• Annual Charitable Donation or Reimbursement towards Shelter Pet Adoption Fees
• 9 Paid Holidays
• PTO
• Maternity Leave
• Paternity Leave
• Pawternity Leave
• Employee Referral Bonuses
• Tuition Discounts through University of Cincinnati's Online Program
• Pet Insurance
• Banking Perks (Product Discounts/Financial Literacy Programs)
• Company Provided Weekly Lunch
• A cheerfully serious collaborative office culture

Pay

• This is a full-time opportunity with competitive compensation and benefits

Schedule

• This is a full-time position based in the historic Arts District of Covington, KY
• You will report to the the Customer Service Manager; however, your contributions and feedback will impact all areas of the company

Company Information

• We exist to Save Lives, Provide Peace of Mind, and Fuel Adventure
• We do this by improving the outcome of accidents and emergencies
• Our products include elegantly simple, Wearable ID & Technology that connects you to friends and family when it matters most
• We believe: We don't make widgets. We make a difference
• We receive genuine testimonials nearly every day from our customers that keep us motivated towards our Dream: To see the day when wearing ID is as common as strapping on a seatbelt
• We are a great company - made this way by great people
• We are a great company because we try hard to be a great company
• It's important to provide a fun, casual, team-oriented, fast-paced environment
• Every member of the team is provided the opportunity to make real and significant contributions
• In fact, you might say that we expect it
• "Word of mouth" has always been, and will always be, the most important marketing lever
• To that end, it is imperative that we deliver a Product, Service, and Journey so blindingly awesome that our customers can't help but share it
• Customers don't want to do business with businesses. Rather, they want to do business with people
• At every touchpoint, we try to talk and behave like real people
• In keeping things "elegantly simple."
• In moving fast and embracing mistakes
• In giving a percentage of EVERY order to charity
• Our current charity partner is 4 Paws for Ability - a very cool non-profit that provides service dogs to children and veterans in need
• By way of example, ROAD iD Gives Back is an ongoing promise to donate a portion of every (yes, EVERY) order to charity
• Our current charity partner, 4 Paws for Ability, is a remarkable non-profit that provides service dogs to children and veterans in need
• Like ROAD iD, they're saving lives and fueling adventure every day
• Check 'em out

Finer Details

• This is a full-time position based in the historic Arts District of Covington, KY
• You will report to the the Customer Service Manager; however, your contributions and feedback will impact all areas of the company