Customer Experience Specialist (Fixed-Term)

onX•Bozeman, MT

21h•$21 - $23•Hybrid

About The Position

onX is seeking a Customer Experience Specialist (Fixed-Term) with a passion for helping all customers to find their way and place in the outdoors. The Customer Experience team provides personalized support that meets the needs of each person, whether they are planning their first trip or an adventure of a lifetime. This role will serve as a guide to onX customers, sharing our love of wild places through uncomplicated and informative support experiences that build confidence. As a Customer Experience Specialist, you will be responsible for providing best-in-class support to our customers through multiple channels, including phone, email, sms, and live chat. Your written and verbal communication skills are advanced, you are tech-savvy and your ability to educate and interact with people from all walks of life with varying technical abilities is exceptional. You will be resourceful in uncovering customer-facing issues and identifying creative solutions, all while leveraging the technologies at your disposal. You will be joining a fun and dedicated team focused on supporting each other, constantly growing product knowledge and expertise, and making an impact on the business. This is a fixed-term position through the end of the year, and will report to a Customer Experience Manager.

Requirements

1-3 years of experience in a customer service or related position
Clear written and verbal communication skills
Experience working in a fast-paced, high-volume environment
Ability to maintain a flexible schedule during hunting season, including scheduled coverage on Saturday or Sunday
A customer-first mindset and strong interpersonal skills; ability to be the customer's advocate
Organized and detail-oriented, bringing a positive, solutions-focused mindset and the ability to think on your feet

Nice To Haves

Experience working with customer service software
Call center experience
Passion for the outdoors
Existing onX product knowledge

Responsibilities

Serve as the main point of contact for onX customers via phone, email, SMS or live chat.
Achieve expertise in the onX product suite quickly in order to efficiently advise customers regarding the product's proper use and best practices.
Solve complex customer issues by using the toolset provided.
Play a vital role in product development by documenting and sharing end-user suggestions and issues.
Maintain a high satisfaction rating while always acting in the customer's best interest.
Advocate for comprehensive solutions to customer-facing problems.
Upsell our product when beneficial to the customer; incentive pay eligible.