Job Description
Title: Customer Experience Specialist
Location: Canada
- Remote OK
- Full-Time
Company Background:
Aviron, the experience-driven connected rowing machine built on an advanced gaming platform, has more than doubled top-line revenue every quarter for the last fourquarters. The company was recently featured in Esquire as the The Rowing Machine You’ll Actually Want to Use,US Weekly,PCMag, andForbescalled the rower A phenomenal, intense rowing workout. Aviron’s focus on utilizing gaming psychology to drive motivation, consistency, and fun for their users, positions them well-ahead of the gaming fitness trend and as the future of fitness entertainment. Aviron is backed by Y-Combinator (Dropbox, AirBnB, DoorDash), Global Founders Capital (Facebook, Slack, LinkedIn), and the co-founder of Oculus. Today, the Company is based in Toronto, Ontario but offers the ability for its employees to work remotely.
Position Overview:
Aviron is looking to add a talented and customer focused person to our team in the role of Customer Experience Specialist (CXS). In this role, you will communicate through multiple channels including live chat, phone and by email. The CXS will serve as the point person for all customers’ inquiries.
You are perfect for this role if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to dive deep into a new product to learn it inside and out and are highly adaptable, dynamic, and are eager to take on the different challenges and tasks that come with working for an energetic start-up.
Our availability to our customers is 9am-9pm, 7 days a week, you must be available to work all possible shifts. Our current shifts are 9am-5:30pm and 12pm-9pm ET (subject to change at anytime). Our schedules are set in advance and you will have 2 days off in a row each week.
Job Summary
- Maintain a solid understanding of all company products, channels and company policies/terms.
- Listen, understand and respond to incoming member inquiries and/or complaints via live chat, phone, email and social media, warmly and direct to the Tech Support Team when appropriate.
- Process orders, cancellations, returns and verify account information when necessary.
- Submit shipping claims when deliveries do not go as planned
- Important skills to have would be time management, multitasking and reprioritization.
- Complete any ad hoc project as assigned and other duties as requested.
Qualifications
- 1+ Years of experience in a customer service or equivalent role
- Exceptional verbal and written skills in English
- Ability to type quickly and accurately in a live chat
- Logic mind set to resolve customers’ issues
- Experience with CRM systems
- Experience with Netsuite an asset
- College diploma or University degree preferred