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Skills: Customer service, Communication, Problem solving, Organization, Attention to detail
Business Planning, Expansion and Experience Strategist
Austin, Texas, United States · On-site
Senior$11B raised
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Full-time
Health insurance, Dental insurance, Vision insurance, FSA, Employer paid life insurance, Vacation leave
Posted 9d ago
~40 hrs/week
Responsibilities
The Customer Experience Specialist serves as the primary point of contact for customers, managing inquiries via phone, email, and chat. They are responsible for processing orders, handling returns, and providing empathetic solutions to ensure a high-quality customer experience.
Requirements
Candidates must have 5+ years of relevant customer service experience and a proven ability to manage high-volume, multi-channel communications. Strong organizational skills, attention to detail, and a professional, empathetic approach to problem-solving are required.
Full job description
Summary
Location: Austin, TX
Experience: 5+ years
Commitment: Full-time
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 experienced Customer Experience Specialist with exceptional communication skills, proven expertise, and the passion to elevate our customer interactions to the next level.
You will serve as a primary point of contact for customers and play a critical role in delivering a seamless, high-quality experience. This position involves frequent, direct communication with customers over the phone, via email, and through chat. Including, but not limited to, processing orders, handling returns and exchanges, and assisting with warranty requests.
Responsibilities:
Serve as a primary point of contact for customers, providing support via phone, email, and live chat throughout the entire customer journey.
Support customer inquiries with accuracy and efficiency
Deliver an exceptional customer experience by understanding customer needs, addressing concerns, and providing clear, empathetic solutions
Handle high-volume, real-time customer interactions while maintaining professionalism and attention to detail
Maintain up-to-date knowledge of ROKA products to provide informed recommendations and guidance
Identify trends in customer feedback and provide actionable insights to leadership for continuous improvement
Must Haves:
Experience:
5+ years of relevant customer service experience
Experience at a Direct to Consumer Brand is a plus
Proven ability to manage high-volume, multi-channel customer communication (phone, email, chat).
Demonstration of a high level of organization with very strong attention to detail.
Experience resolving complex inquiries and escalations with professionalism and empathy.
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.
Proven positive attitude with ability to quickly and thoroughly solve problems for customers when things don’t go 100% as planned.
Strong work ethic with a high level of empathy, energy, and enthusiasm
Self-starter who is able to problem-solve independently and comfortably execute at a high level
Experience with Customer Service Platforms, Gorgias a plus
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
Health, dental, vision & FSA, employer paid life insurance
Vacation and sick leave
401(k) with match
Gym membership stipend
Paid maternity and paternity leave
Employee and industry discounts
Fun and casual but high performance atmosphere
Related keywords
Customer ExperienceDirect to ConsumerPerformance EyewearGorgiasCustomer SupportOrder ManagementReturnsExchangesWarrantyMulti-channelCommunicationProblem SolvingRetailPerformance TechnologyCustomer Journey
We design and build the finest performance eyewear and technical gear on the planet.
Industry
Sporting Goods Manufacturing
Company size
51-200 employees
Founded
2013
Headquarters
Austin, Texas
LinkedIn followers
10,391
Total funding
$43M
ROKA was founded in a garage in Austin, Texas by two former Stanford All-American swimmers on a mission to redefine the standard for performance design. In just four years we’ve earned more than 30 patents and built an industry-leading and award-winning in-house design and development team that engineers the most technical eyewear and gear on the planet.
Our athletes have won numerous world titles, including Olympic gold in triathlon and speed skating, as well as taking multiple Tour de France cycling stages wins and the Dakar Rally. We design our products to accomplish the impossible in order to make sure they'll perform for anyone, anywhere—no matter how big or small the challenge.
Offices: 2214-A W Braker Lane, Austin, Texas 78758, US · 16530 Bake Pkwy, Irvine, California 92618, US
How many Retail jobs are open in Austin, TX right now?
There are currently 2,294 open retail positions in Austin, TX listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Retail roles in Austin, TX?
Companies currently hiring include Domino's, Amazon, CVS Health, Goodwill Central Texas, Starbucks, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Retail jobs in Austin, TX?
Yes — 93 of the 2294 open retail positions offer remote or hybrid work (24 remote, 69 hybrid).
How do I apply for Retail jobs in Austin, TX?
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