Seeking Customer Experience Representatives (Adventure Guides) to work remotely 10 - 30 hours per week in 4-hour shifts in the following States:

Florida / Georgia / Virginia / North Carolina / South Carolina

Hiring for April 2024 - September 2024

Monday - Friday - 9:00 am - 5:00 pm EST

Summary: 

The Customer Experience Representative is required to provide “top-notch” service to customers, utilizing knowledge of products, processes, and commonly used customer service concepts. Responsible for showing the customers how important they are to iRocker by interacting with them in a consistent, friendly, helpful, knowledgeable, and positive way.

 Duties and Responsibilities:

• Go above and beyond to provide “top-notch” service to our customers. Engage our customers via telephone, email, chat, and social media. 
• Think outside the box to find the appropriate solutions for our customers. Resolve product or customer issues by clarifying the customer’s complaint: determining the cause of the issue; providing the best solution and follow-up as needed to guarantee that the issue has been solved. 
• Provide accurate, complete, and valid information utilizing internal systems. 
• Research and settle returns/warranty-related issues. 
• Make recommendations to customers regarding the suitability of a specific product to their needs. 
• Manage incoming calls and respond to CRM tickets within the outlined KPIs. 
• Assist customers with the placement of orders, refunds, and tracking information. 
• Share, solicit, and give feedback. Escalate customer, equipment, and vendor issues that may be detrimental to the company’s day-to-day operations, to the appropriate department. 
• Keep thorough records of customer interactions. 
• Manage Amazon accounts. 
• Contribute to weekly customer experience meetings. 
• Champion and embody the iROCKER culture, mission, and values. 

 Qualifications and Skills Requirements: 

• High school diploma or equivalent; college degree preferred.  
• Minimum 2 years working in a customer-focused environment. 
• Working knowledge of multiple computer systems and software. 
• Passion for our brand story and product.
• Excellent listening, verbal, and writing skills. 
• Excellent people skills - you are approachable, engaging, and friendly.
• Ability to multi-task, prioritize, and manage time effectively. 
• Capacity to adapt and respond to different personality types. 
• Flexibility to change schedule and work overtime as needed. 
• May require long periods of inactivity. 
• Ability to work in a fast-paced, quickly changing, energetic environment.