Customer Experience Specialist I

Summary

• Location: Austin, TX
• Experience: 2+ years
• Commitment: Full-time
• Compensation: Competitive

ROKA is looking to add a CX Specialist with the experience, ability and passion to join our existing team and help take our Customer Experience to the next level.

What You’ll Do

• The Customer Experience Specialist is often the first point of contact at ROKA and is responsible for owning the over-the-phone and on-the-web customer experience, from initial order to processing returns and exchanges to assisting with warranty requests.
• The perfect Specialist can understand and articulate the customer need, and can help design internal policies and processes to make sure we deliver amazing service day in and day out.

Must Haves

• Experience: 
• 2+ years 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 ability to quickly and thoroughly solve problems for customers when things don’t go 100% as planned.
• Skills:
• 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, that is able to problem-solve independently and comfortably execute at a high level
• Working knowledge of Excel and other MS Office applications, Google Docs, customer management systems, with the ability to learn new platforms quickly
• Eager to learn our catalog and technology inside and out to offer product advice and help customers understand what makes our products different
• Ability to clearly articulate goals and objectives to peers and drive job performance.

Work Location:

ROKA is located in Austin, TX, USA. The Company is on a hybrid work schedule.  Candidates must be prepared to work on-site as often as needed per the Department’s business needs.  Remote candidates will not be considered for this position.

Benefits Include

• Onsite corporate gym
• Health, dental, vision & FSA, employer paid life insurance
• Vacation and sick leave
• 401(k) with match
• Gym membership stipend
• Paid maternity (16 weeks) and paternity (8 weeks) leave
• Employee and industry discounts
• Fun and casual but high-performance atmosphere