Customer Experience Specialist, Hybrid

Truewerk•Denver, CO

1d•$22 - $24•Hybrid

About The Position

We’re looking for a passionate, product-oriented Customer Experience Specialist in the Denver, Colorado area with a strong respect for the skilled trades to be an advocate for our customers. With a focus on anticipating customer needs, you’ll partner with internal and external teams to solve problems and deliver top-notch service at all customer touch points. This is an early- to mid-career position reporting to the Customer Experience Manager and working closely with the marketing, product, and enterprise teams to provide unparalleled customer support. Want to learn about our gear? Watch our Workwear as a System video. (https://youtu.be/UqAy82d3ewM) This is a full-time nonexempt (hourly) position. In this role, you will work from our headquarters in Denver, Colorado a minimum of one week per month, with the option to work remotely based on business needs.

Requirements

1 year experience in Customer Service or Customer Experience
Inbound phone call handing experience
Experience with customer support platforms (e.g., Gorgias, Zendesk, Freshdesk).
Proficient with Mac OS and Google Workspace (Docs, Sheets, Drive)

Nice To Haves

Experience in ecommerce or with a direct-to-consumer (DTC) brand
Call center experience with a focus on multichannel support (phone, sms, email, chat)
Familiarity with Shopify, NetSuite, Slack, Yotpo, and Loop (return software)
Experience working in a hybrid or remote work environment
Experience with apparel, uniform, or outdoor products
Familiarity, exposure, interest, or personal experience with the skilled trades
Familiar with KPIs and metric-based customer service objectives

Responsibilities

Make their day: Create stellar interactions with our customers by enthusiastically responding to tickets, chats, and phone calls and routing customer inquiries in FreshDesk to continue to deliver Truewerk’s promise of industry-leading customer service.
Own it: Delight your customers by proactively managing returns, exchanges, and order fulfillment on the direct-to-consumer side of the business. Spread the love by diving into ways you can provide additional support to our enterprise and sales teams when needed.
Collaborate: Identify friction points in your day-to-day work and partner with coworkers, vendors, and business partners to streamline and improve the tools and processes that impact the customer journey.
Bring it home: Share customer feedback with our marketing, sales, product, and operations teams to help us continuously improve our technical workwear systems based on your first-hand insight into our customers’ experiences.