Customer Experience Coordinator

Job Description

Salary: $20.00/Hr

What will you do?

You will be communicating with our product customers by email. Your day-to-day role will be answering general questions about our products, troubleshooting customer-reported issues on internet browsers, iOS, and Android devices, and processing customer-ordered records. The Customer Experience team also frequently communicates needs and patterns with our Software Engineering and Marketing teams.

How you'll make an impact:

We are seeking an empathetic, friendly person who enjoys helping others. Keeping your cool even in the most stressful situations is a must.Your high level of attention to detail, organizational skills, andlove of processes, procedures, and checklists will wow your coworkers andcustomers.

Position Responsibilities:

• Respond to emails and electronic support tickets with accuracy, clarity, and enthusiasm, ensuring each interaction reflects the values of empathy, mindfulness, and accountability.
• Demonstrate familiarity with mobile device layouts, browser navigation, and basic troubleshooting techniques such as clearing caches, deleting cookies, rebooting devices, and applying bookmarks.
• Explain troubleshooting steps in a clear and concise manner, ensuring customers feel supported and empowered to resolve their issues confidently.
• Be a team player by actively contributing to team projects, sharing insights, and taking ownership of tasks from initiation to completion, ensuring efficiency and a shared commitment to team success.
• Handle and manage customer data, records, and other sensitive documents with accountability and integrity, adhering to strict confidentiality protocols.
• Strive to meet or exceed team expectations by delivering intentional and consistent customer service that fosters trust, satisfaction, and growth.
• Communicate effectively and professionally with upset customers. Use mindfulness and thoroughness to de-escalate conflicts and foster understanding in high-stress scenarios.
• Follow strict protocols for producing, handling, and shipping confidential documentation, ensuring accuracy and compliance with company standards.
• Take ownership of customer needs and concerns, using a solutions-oriented approach to address issues. Where solutions are unavailable, provide clear and empathetic explanations that prioritize customer understanding.
• Manage level one and level two escalations related to