Customer Experience Specialist
About The Position
Sweetwater, the nation's #1 online retailer of pro audio gear and musical equipment is seeking an experienced team member to join our Customer Experience team. Our culture is focused on being the best customer service provider possible every day---and then constantly improving the experience to be even more amazing for our customers. The Customer Experience Specialist will be responsible for working closely with our Sales & Tech Support teams, along with our Director of Customer Service in many different customer service scenarios. You will be the first elevation point for most customer issues and will need amazing problem-solving skills and great judgment in handling sensitive and intense situations.
Requirements
- 3-5 years of experience in a fast-paced retailer, where you have experience managing difficult and escalated customer experience issues
- Deep understanding of e-commerce customer support methodologies
- Experience using customer relationship management tools or other large CRM platforms
- A warm and empathetic demeanor when dealing with customers
- Excellent written and verbal communication skills
- Strong organizational skills
- Ability to work successfully and efficiently amidst interruptions or distractions, thriving in a fast-paced, rapid growth environment
- Ability to work a flexible schedule to support the needs of the business including evening and weekend availability
- A hands-on self-starter with a positive attitude and strong work ethic
Nice To Haves
- B.S. preferred
- Deep passion and desire for creating amazing customer & colleague experiences
- Great work ethic and moves with a sense of urgency
- Committed to paying attention to the details
- Always focusing on effective and efficient work and way to get better
- Committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey
Responsibilities
- Working closely with our Sales & Tech Support teams, along with our Director of Customer Service in many different customer service scenarios.
- Serving as the first elevation point for most customer issues.
- Handling sensitive and intense situations with amazing problem-solving skills and great judgment.
- Maintaining professionalism/confidentiality in escalated situations with customers.
Benefits
- Full-time employment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
