Customer Experience Specialist - Entry Level

ROKA•Austin, TX

2d•Hybrid

About The Position

Welcome to ROKA - an independent performance eyewear brand born in Austin, Texas. We’ve redefined what everyday eyewear can be by infusing cutting-edge sport performance technology into prescription glasses and sunglasses built for real life. Whether you're training, running, cycling, or tackling your daily grind; if you move, we’ve built eyewear that moves with you. ROKA is looking to add an entry level Customer Experience Specialist with the ability and passion to join our existing team and help take our Customer Experience to the next level.

Requirements

Relevant customer service experience with proven one-on-one touchpoints with customers via phone, chat, email, and/or in-person
Demonstration of a high level of organization with very strong attention to detail
Proven positive attitude with the ability to quickly and thoroughly solve problems for customers when things don’t go 100% as planned
Strong verbal and written communication skills, including "modern" communication skills - email, text, cell phone but knows when to pick up the phone or walk down the hall to communicate
Strong work ethic with a high level of empathy, energy, and enthusiasm
Self-starter, who can problem-solve independently and comfortably execute at a high level
Eager to learn ROKA products inside and out to offer product advice and help customers understand what makes our products different

Nice To Haves

Experience with Customer Service platforms a plus

Responsibilities

Serve as a primary point of contact for customers, providing support via phone, email, and live chat throughout the entire customer journey
Assist ROKA customers with various inquiries, including but not limited to, initial order to processing, returns and exchanges, and assisting with warranty requests
Maintain up-to-date knowledge of ROKA products to provide informed recommendations and guidance