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Consumer Services Specialist

Company: Nuna
Location: Vancouver
Posted on: January 13, 2022

Job Description:

WE
are Nuna. Premium baby gear innovatively designed with timeless style. Designed around your life.

YOU
are driven, reliable, and looking to leverage your customer service, problem solving, and multi-tasking skills to grow with our team.
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.

TOGETHER
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 areas:

1 - Product & Cross-Functional Team Deliverables
Develops deep product knowledge, communicating at a product expert level.
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 them.
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 priority.
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 and poise.
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 if needed.

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 operating procedures.
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 requirements.

MUST HAVES
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 product industry.

Technology
Skilled in the use of a headset.
Familiarity with ERP solutions; SAP experience highly desirable.
Proficient in Customer Relations Management Software; Zendesk platform preferred.
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.

Other
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 pm
Schedule flexibility is required and expected and the ability to work overtime as business needs warrant may include nights and weekends.
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 are required:
Thoughtful cover letter outlining reason for interest, including how your skills and experience meet the qualifications of this position
Desired base salary
Resume
You may submit the above three (3) requirements directly HR at hr@ironmount.com

Applicants must be currently authorized to work in the United States on a full-time basis.
Local Candidates strongly preferred. Remote Work & Relocation not available.

Keywords: Nuna, Vancouver , Consumer Services Specialist, Other , Vancouver, Washington

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