Company: YETI
Industry: Private
Employment Type:- Full Time
Work Hours:- 8 Hours
Locations:- USA
Full Job Description:-
At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.
As a Customer Experience Specialist III, you take great ownership in resolving the most advanced customer experiences, requiring heavy lifting and demanding delivery of the utmost quality. You are the pro that end-users of our products and processes can rely on to answer all things YETI. You raise your
team up, always jumping in to help no matter what the task. You thrive managing multiple priorities and welcome the opportunity to take on new projects while envisioning enhancement opportunities in your day to day. You know excellent customer service like the back of your hand and can handle most
escalated situations. You care about the impact you have every day on your teams’ priorities and work hard to achieve them.
Responsibilities:
Handle a variety of customer inquiries with high ownership, including but not limited to:
- Deliver an exceptional experience every time to every YETI consumer who reaches out to us – phone, email, chat, and social media
- Promptly respond to customer inquiries & connect with customers in a warm, friendly, and upbeat manner
- Guide customers to the best resources to resolve any issues
- Educate customers on YETI product features, attributes, and best practices to maximize use
- Troubleshoot product and order performance issues with customers to minimize returns of first-quality products
- Assist with warranty claims, returns, artwork approval, orders, and quotes
- Explain inventory availability and order flow
- Represent the YETI brand on a public format and to VIPs
- Patiently listen to callers, read email communication and messages thoroughly to understand the purpose of the contact
- In a polite, professional and articulate manner, provide customers with helpful information to resolve their issue
- Provide thorough and timely follow up to customers when issues cannot be solved during the initial contact
- Resolve complex or unusual requests or problems that require a customized solution and response
- Operate a high level of productivity, leading the way in achieving the team’s KPIs
- Continually monitor and suggest improvements to the available resources for customers including the website and printed materials
- Continually improve the content and scope of the available resources for the Customer Experience team including SOPs, KAs, FAQs, and job aids
- Execute complex assignments on limited direction
- Identify areas of improvement and bring solutions to the table
- Collaborate with cross functional teams for various projects and provide insight from the customer’s perspective
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Qualifications and Attributes:
- Associates, Technical, college work preferred
- High School degree required
- At least 4 years of customer service experience
- Prior experience in a call-center environment
- Retail experience preferred
- CRM tool experience preferred
- Proven experience working in a fast-paced high-volume environment
- Adaptable to a dynamic work environment
- Proficient with basic computer skills – Excel, Word, Outlook, web browsers
- Basic understanding of accounting and order principles
- Proficient at multitasking between phone calls, emails, chat, and social media
- Experience with understanding customer data and trends is a plus
- Schedule: Monday to Friday 8am-5pm CT
