Customer Experience Specialist III

woom Bikes•Austin, TX

16h•Hybrid

About The Position

Ready to Be a woom Bike Whisperer? Join Our Customer Experience Crew! Are you a customer delight dynamo with a passion for helping people find their perfect ride? At woom, we're not just selling bikes; we're sparking joy, building confidence, and fueling adventures for riders big and small! We're looking for a Customer Experience Specialist III who can be the guiding star for our amazing customers, whether they're calling from afar, chatting online, or even stepping into our retail space. You'll be the friendly voice of woom, helping families discover the bike that's just right for them and making sure their journey is nothing short of extraordinary. Your Mission: Spreading woom Joy, One Interaction at a Time! As a Customer Experience Specialist III, you'll be the expert go-to for our customers, helping them navigate the exciting world of woom bikes and accessories. You'll be a master of connection, providing top-notch support through every channel imaginable. Get ready to: Be a Customer Champion: Guide our customers through their woom journey using your charm and expertise across phone calls, emails, live video chats, and even in-person at our office/retail hub. woom Welcome Wagon: Greet and assist local walk-in customers at our office/retail location, making sure every visitor feels like family. Follow-Up Fanatic: When a question needs a bit more digging, you'll be on it, providing thorough and timely updates to keep our customers in the loop. Inquiry Innovator: Tackle a variety of questions with grace and knowledge, including: Bike Availability Guru: Share the exciting news about which bikes are ready to roll! Order Orchestrator: Help customers place their orders for their dream bike and all the cool gear that goes with it. Feature Explainer Extraordinaire: Break down all the awesome features of our bikes, making it easy for customers to understand why woom is the best. Maintenance Mentor: Share top tips and tricks for keeping woom bikes in tip-top shape. Troubleshooting Trailblazer: Help customers conquer any performance hiccups, getting them back on two wheels in no time. Knowledge Nurturer: Help us make our customer resources (website, printed guides, help center) even better, so every customer can easily find the answers they need. Team Enthusiast: Lend a helping hand to your teammates and contribute to our vibrant, positive work environment. Feedback Force: Participate in "Lessons Learned" sessions, sharing your valuable insights to help us continually improve. Problem-Solving Pro: Be the first point of contact for trickier customer questions, demonstrating your knack for finding solutions. Lead from the Front: Work closely with IT to identify and resolve technical issues as well as serve as the primary contact for CX related projects. What You Bring to the woom Wheelhouse: You're more than just a customer service pro; you're a passionate individual ready to make a difference!

Requirements

You've got 2+ years of service experience under your belt, proving you know how to make customers happy.
You're organized, motivated, and love to take initiative.
You've got an eagle eye for details and a strong commitment to quality.
You love a good challenge and excel at finding creative solutions.
You have a solid track record of crushing goals and contributing to business success.
Your communication and people skills are top-notch – you can connect with anyone!
You know how to build trust and rally people together.
You're comfortable collaborating virtually, but also ready to spend up to 4 days a week in our office/retail location to connect with customers in person.
You're comfortable with basic computer skills (Excel, Word, web browsers) and have a stable internet connection.
A basic understanding of accounting principles is a plus.

Nice To Haves

If you live and breathe bikes, that's a HUGE plus!
Experience with Shopify, Help Scout, Talkdesk, JIRA, and Slack will definitely make you stand out.

Responsibilities

Guide our customers through their woom journey using your charm and expertise across phone calls, emails, live video chats, and even in-person at our office/retail hub.
Greet and assist local walk-in customers at our office/retail location, making sure every visitor feels like family.
Provide thorough and timely updates to keep our customers in the loop.
Share the exciting news about which bikes are ready to roll!
Help customers place their orders for their dream bike and all the cool gear that goes with it.
Break down all the awesome features of our bikes, making it easy for customers to understand why woom is the best.
Share top tips and tricks for keeping woom bikes in tip-top shape.
Help customers conquer any performance hiccups, getting them back on two wheels in no time.
Help us make our customer resources (website, printed guides, help center) even better, so every customer can easily find the answers they need.
Lend a helping hand to your teammates and contribute to our vibrant, positive work environment.
Participate in "Lessons Learned" sessions, sharing your valuable insights to help us continually improve.
Be the first point of contact for trickier customer questions, demonstrating your knack for finding solutions.
Work closely with IT to identify and resolve technical issues as well as serve as the primary contact for CX related projects.