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Pleasanton

    Customer Experience Specialist - Pleasanton, United States - APEX Wheels

    APEX Wheels
    APEX Wheels Pleasanton, United States

    3 weeks ago

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    Description

    Are you passionate about performance cars, track days, and all types of motorsport? Do you love working directly with customers every day? Are you obsessed with connecting with other motorsports enthusiasts on a personal and professional level? We have the perfect position for a customer-obsessed motorsports enthusiast here at Apex Wheels.

    As a Customer Experience Specialist, you'll play a vital role in bridging the gap between our Sales and Customer Service teams and supporting company growth. You'll work on the front lines in a fast-paced environment interacting with track enthusiasts and racers daily. Your objective is to respond to customer inquiries and provide the world-class customer service that Apex is known for. We're looking for someone who absolutely loves customer service and will want to be in this position for the long-haul.

    The majority of your interactions will be via email, over the phone, and other similar platforms. Although you'll take pride in your one-on-one customer interactions, real success will come from your ability to identify shortcomings of our current systems and processes and help management implement new efficient and effective solutions to improve the customer experience. You will have a front-row seat to how the company functions from the inside out.

    This is a remote position that can be done from anywhere in the contiguous USA and work hours are 8:30AM and 5PM PST.

    Responsibilities

    • Help customers place new orders and edit existing orders.
    • Process returns, exchanges, warranties, and refunds.
    • Review online orders for potential fraud or other issues prior to their release.
    • Provide customers with status updates, and follow up on backorders.
    • Use our CRM to track and process all customer questions and issues until they're solved.
    • Use our project management tools to stay organized and to collaborate with coworkers, especially Fitment Experts, Fulfillment and Production teams.
    • Help create a white glove customer experience by creating new articles and guides related to all APEX post-sale customer matters.
    • Be our customers' advocate and represent their "pain points" as APEX expands within our communities.
    • Learn to support additional products as the catalog expands.
    • Proactively communicate customer concerns, trends, issues, and make recommendations for improvements.
    • Align all communications with brand standards.
    How to apply: When submitting your application, please write about the following topic in your cover letter: Tell us about your passion for providing top-tier customer service. Then help us understand what makes you uniquely qualified to advise customers looking for help getting their car ready for their next motorsport event?

    Requirements
    • Demonstrable experience providing excellent customer service via phone, email, and other communication methods.
    • Track experience isn't required, but a passion and understanding of the motorsports world is a big plus. We'll give strong preference to candidates who do have performance motorsports experience.
    • Skilled in technical and/or creative writing.
    • Articulate with extremely clear written and verbal communication skills. Grammar fanatics are welcome.
    • Proficient in Google Suite, MS Office, Mac OS and has experience interacting via online forums
    • Experience with NetSuite, Zendesk, and other ERPs or Ticketing systems is a plus.
    • Experience with Sanity content management is a plus.
    • Equipped with marketing street smarts so that all public communication represents the brand's standards.
    • Comfortable wearing multiple hats and collaborating across departments.
    • Comfortable with telecommuting and skilled at staying focused and motivated from home.
    • We will give strong preference to candidates who reside in the following states: CA, CO, FL, GA, NJ, OH, OR, PA, TX, WA
    Benefits
    • Full-time position $ per hour depending on experience.
    • 100% Apex paid employee Medical, dental, and vision benefits with buy-up options.
    • Company contributions towards dependant medical benefits.
    • 401k with employer matching after 6 months.
    • Accrue 2 weeks of vacation in your first year, with increases as you grow and at key anniversaries.
    • Paid sick leave.
    • Paid holidays.
    • Support your track addiction with reimbursements for HPDE and autocross event registration fees.
    • Eligibility for the SEMA college grant and loan forgiveness program.
    • Casual in-office dress environment where T-shirts, jeans, and shorts are welcome.
    • Employee discounts and freebies on APEX products and schwag.
    • Participate in company activities including karting, spectating at races, track days, and more.
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