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Customer Experience Associate

Essential Products, Palo Alto, CA

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Essential Products is a new type of company focused on creating consumer technology products for the 21st century.

The Customer Experience Associate is charged with creating a human, swift, accurate, and memorable interaction with our customers. Under the direct supervision of the Customer Experience Manager/Supervisor they will communicate with customers and resolve their issues.

This position will be at our Palo Alto location.

Responsibilities

  • Assist the Head of Customer Experience and the Customer Experience Manager/Supervisor in creating a customer first culture within the company
  • Possess a warm personality and not be afraid to show it; ask questions and share ideas
  • Excited by new hardware devices and technology and able to learn features and designs quickly
  • Handle a high volume of customer questions daily via the full suite of contact channels (phone, chat, text, email, and social)
  • Comfort with working in one contact channel, but able to manage more than one as dictated by volume i.e. facility in multitasking
  • Foster direct and meaningful relationships with customers, acting as a mediator between the customer and the company, especially when service shortfalls or special needs have surfaced
  • Ability to remain calm and reassuring in response to challenging customer interactions
  • Driven by processes, policies, and guidelines, but able to make exceptions when warranted by demonstrating good judgement
  • Flexibility to work different shifts and holidays as needed although every step will be taken to maintain a single, consistent schedule
  • Perform consistently to contribute to team metrics goals such as CSAT, NPS, and CES
  • Able to differentiate between bugs versus customer education opportunities by attempting to recreate issues
  • Collaborate in testing and launching new product features, policies, processes, etc.
  • Audit email and chat response library and phone scripts to reflect new product launches and features changes
  • Interface with social team to ensure consistency of tone and personality of public-facing interactions
  • Interpret feedback from management as a chance to learn and improve
  • Be a mentor and resource for new agents while reinforcing the training program

Qualifications

  • 1-2 years in a direct tech support/ customer service position (preference for phone experience, but retail and/or hospitality is acceptable)
  • 1 year of supporting a hardware or technical product
  • Experience with systems such as Zendesk desired, but not required
  • High comfort level with ambiguity and fluidity; ability to implement directions in a rapidly changing environment, achieving quality results
  • A desire for increasing responsibility is nice but not required


Founded by Andy Rubin, co-founder of Android, the world's most widely used operating system, Essential Products is headquartered in Palo Alto, California. For more information, please visit www.essential.com.

All your information will be kept confidential according to EEO guidelines.

About Essential Products

About us Introducing Essential. Essential Products is a new type of company focused on creating consumer technology products for the 21st century. Founded by Andy Rubin, co-founder of Android, the world's most widely used operating system, Essential Products is headquartered in Palo Alto, California. For more information, please visit www.essential.com.

Want to learn more about Essential Products? Visit Essential Products's website.