Customer Service Representative - South Jordan, United States - Cricut

Cricut South Jordan, United States

3 weeks ago

Description

Company Description

Cricut makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything - custom cards, unique apparel, everyday items, and so much more.

Let's make.

Overview

We believe everyone is born creative. We're a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here's the remarkable truth: When we all make together, we make all things possible.

Job Description

Our Member Care teams' primary goal is to delight through each and every member contact. We strive for excellence in serving our members. We love what we do - and are nice while we do it As an Experience Maker, you will be the voice of Cricut, representing the brand as you deliver World Class service to our AMAZING members across the country through various communication channels such as real-time calls, emails, live chat, and social media. The Ideal candidate is a curious and critical thinker, who demonstrates empathy in communication and is committed to providing a unique, customer centric approach to resolving issues.

If hired, training is required Monday-Friday for 3 weeks (8:00AM - 4:00PM MTN). This is a Full-Time position with normal working hours of Mon-Sat 7AM-6PM MTN.

Pay starts at $16 per hour with benefits effective your first day of employment. Please note that schedule flexibility is required and expected, shifts may include nights and weekends, based on volume we may require future work on the holidays.

A day in the life...

Assist our members by offering creative solutions to each unique customer situation
Provide excellent service to inbound customer inquiries regarding Cricut products, hardware, software and services
Provide basic to intermediate level of technical support to customer inquiries
Effectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical nature
Ensure "world class" service principles and guidelines are utilized with each and every member interaction. These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc.
Responsible for increasing knowledge and understanding of Cricut's products, software and services by utilizing the tools and resources provided
Engage members by offering additional product and services OR additional support for hardware and software technical issues, including drivers, antiviruses, etc. to further enhance the customer experience
Demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled customer service
Document and escalate to internal and external teams as required to support complex support issues/requests
Reply to service tickets promptly and in accordance with established guidelines
Accurately maintain associated data, files and records regarding technical support incidents
Manage individual work to exceptional member satisfaction levels and ensure an FCR rate at 90% or higher
Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
Demonstrate proficiency with all Cricut products through on the job training
Remain engaged with members through proper tone of voice demonstrating a sincere interest in helping members to understand how to use our products and services to meet their individual needs
Experience Makers will be required to serve our members in multiple ways:
- Voice
- Video
- Live chat and other written channels

Qualifications

This position will not be available for long. We are only accepting a limited number of applicants. Please read the following information and apply immediately if you are interested.

You own this if you have...

Attendance and punctuality for all scheduled shifts
Ability to work flexible hours Mon-Sat 7AM -6PM MTN
Education: High School Diploma or equivalent required
Proficient typing and computer navigation skills; 40+ WPM
1+ years customer service experience where technical support is a primary job function
Outstanding communication skills, both verbal and written
Basic to intermediate knowledge of troubleshooting all Windows and Mac operating systems
Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
Experience resolving inbound and/or outbound inquiries, returns, and diffusing escalated issues, etc.
Ability to demonstrate sound interpersonal skills and a commitment to provide accurate information to members regarding Cricut's products and services
Ability to work in a fast-paced environment and demonstrate a high sense of urgency
Conflict management skills and maintain a professional composure
A true passion for customers and delivering the best possible service
You are self-motivated, self-starting, and a self-assured self

Nice to Have Extras

Spanish/ Portuguese language skills a plus
Experience using the Cricut Maker, Cricut Explore, Cricut Design Space, Cricut Expression, Cricut Cuttlebug, etc. is preferred but not required

What you didn't know about the team:

Looking to grow quickly in your career? We continuously assess and promote through our Level Up program) - - we have even seen Experience Makers progress within just a matter of WEEKS on the job
No need to follow a build a personal emotional connection with each customer while delivering superior customer service.
Our Experience Makers do not up-sell, and there are no quotas to achieve. However, it is our entire company's strategic objective to help our customers succeed and get the most from our products. As such, you will be invited to be proactive in working with customers to ensure they have access to the right products, subscriptions and tools. We are seeking Member Care Experience Makers who are proactive in assisting in these experiential interactions.

Additional Information

What to Do Next: Please attach your resume, cover letter and include links to your portfolio or other social presence. If you want to show your super powers in other ways - include that information too. You can be sure that Cricut is an employer who values individuality, equality and diversity, so tell us what you're all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information.

Cricut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire.

Cricut participates in E-Verify.

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