Customer Experience Specialist

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