Consumer Services Specialist
Posted on: January 13, 2022
are Nuna. Premium baby gear innovatively designed with timeless
style. Designed around your life.
are driven, reliable, and looking to leverage your customer
service, problem solving, and multi-tasking skills to grow with our
thrive in a multi-tasking environment, pivoting with ease between
handling chat, phone, and new tickets simultaneously.
get great satisfaction when you can de-escalate a consumer and/or
resolve their challenges with poise and grace.
we'll ensure we take care of our consumers and their most precious
cargo, delivering consistent value and exceptional white glove
service across multi-channels with prompt, efficient, and accurate
information with a high degree of courtesy and professionalism,
driving our brand loyalty.
WHAT YOU'LL DO
Our team handles duties and responsibilities in three (3) major
1 - Product & Cross-Functional Team Deliverables
Develops deep product knowledge, communicating at a product expert
Builds and maintains exceptional partnership with Quality Assurance
and Compliance team, proactively seeking updated and/or new product
information; Brand and Marketing teams, fostering and collaborating
on enhancing the consumer experience.
2 - Consumer Deliverables
Responds to consumers inquiries, comments, and messages regarding
topics to include but not limited to: product registration,
replacement parts, recalls and questions regarding product features
and use, assembly, installation and/or guidelines in a timely,
courteous and professional manner to enhance our consumers
knowledge of the NUNA brand, creating a positive experience for
Takes ownership of consumer issues; troubleshoots and sees them
through to resolution. This includes helping consumers at time over
Zoom and taking time to educate them on NUNA products.
Manage and process warranty submissions and replacements, following
policies with a balance of customer focus and business risk as a
Maintains impeccable poise and calm demeanor while managing
complaints and/or unpleasant consumers.
Manage sensitive issues while maintaining the highest level of
professionalism; provide thoughtful, prompt solutions with empathy
Ensures at each encounter, regardless of the channel, the consumer
feels validated and valued.
Identify when an opportunity for cross-selling/up-selling can serve
as a solution and provide maximum value to the consumer.
Establish, where applicable, next steps ensuring expectations are
consistently delivered; always following up to realign expectations
3 - Administration Deliverables
Captures, reports, and maintains meticulously accurate consumer
feedback and communications into Company's CRM, timely and
efficiently for record keeping.
Prioritize spare parts and replacement orders, accurately fulfill,
and efficiently ship in three (3) business days or less, following
up with the consumer in the event of delay.
Assist in the development and documentation of department standard
Actively participate in continuously seeking ways to improve
consumer service, workflow procedures, policies, etc.
Meets and/or exceeds performance metrics as assigned.
This position description is intended to provide a summary of the
major duties, tasks and responsibilities of this position and shall
not be considered an exhaustive listing of all work
Experience, Knowledge & Education
High School Diploma or GED.
One (1) to three (3) years in customer-centric industry with: 1)
Minimum one (1) year experience in a call center or high contact
customer service position required; 2) Minimum one (1) year
experience using/supporting a live chat platform required.
Proficient in Customer Relations Management Software
A pleasant phone voice and ability to clearly speak and be
understood on the phone (30+ inbound calls per day).
Experience with social media engagement platforms having the
ability to: 1) Handle multiple chats at one time (20+ live chats a
day); 2) Cultivate a friendly rapport in 140 characters or less; 3)
Speak in Emoji.
Preferred: 1) Experience handling a customer pipeline; 2) Juvenile
Skilled in the use of a headset.
Familiarity with ERP solutions; SAP experience highly
Proficient in Customer Relations Management Software; Zendesk
Demonstrates accurate typing and data entry skills with and without
the use of a headset; Types 60+ WPM.
Well versed in various communication platforms: telephone, email,
live chat & video, WebEx, etc.
Advanced proficiency with various social media platforms preferred:
Facebook, LinkedIn, Instagram, Twitter, YouTube, etc.
Strong MS Office and Internet skills
Ability to learn new software with ease.
Hours of operation are Monday through Friday 7 am to 5 pm and
Saturday 6 am to 2:30 pm (PST).
Open positions are full-time and in-office (West Vancouver, WA)
Monday to Friday shifts covering hours between 7 am and 5 pm
Tuesday to Saturday shifts covering hours between 6 am and 2:30
Schedule flexibility is required and expected and the ability to
work overtime as business needs warrant may include nights and
Domestic travel a possibility, up to 10%.
Bi-lingual (English/Spanish) a plus.
Minimum weight to be lifted, 30 lbs.
Repetitive motion is required; involving typing, filing and use of
hands and wrists.
To be considered for the position, all three (3) of the following
Thoughtful cover letter outlining reason for interest, including
how your skills and experience meet the qualifications of this
Desired base salary
You may submit the above three (3) requirements directly HR at
Applicants must be currently authorized to work in the United
States on a full-time basis.
Local Candidates strongly preferred. Remote Work & Relocation not
Keywords: Nuna, Vancouver , Consumer Services Specialist, Other , Vancouver, Washington
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