Customer Experience Specialist

SummaryLocation: Austin, TXExperience: Entry level Commitment: Full-timeWelcome 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 entry level Customer Experience Specialist with the ability and passion to join our existing team and help take our Customer Experience to the next level.Responsibilities: Serve as a primary point of contact for customers, providing support via phone, email, and live chat throughout the entire customer journeyAssist ROKA customers with various inquiries, including but not limited to, initial order to processing, returns and exchanges, and assisting with warranty requestsMaintain up-to-date knowledge of ROKA products to provide informed recommendations and guidanceMust Haves:Experience: Relevant customer service experience with proven one-on-one touchpoints with customers via phone, chat, email, and/or in-personDemonstration of a high level of organization with very strong attention to detailProven positive attitude with the ability to quickly and thoroughly solve problems for customers when things don’t go 100% as plannedSkills: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 communicateStrong work ethic with a high level of empathy, energy, and enthusiasmSelf-starter, who can problem-solve independently and comfortably execute at a high levelExperience with Customer Service platforms a plus Eager to learn ROKA products inside and out to offer product advice and help customers understand what makes our products differentWork 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 IncludeHealth, dental, vision & FSA, employer paid life insuranceVacation and sick leave401(k) with matchGym membership stipendPaid maternity and paternity leaveEmployee and industry discountsFun and casual but high performance atmosphere