Job Description
We are looking for a motivated and customer-focused Customer Experience Specialist to provide exceptional support to Independent Operators. In this long-term contract role, you will act as a key resource for resolving business-related issues while fostering trust and collaboration with stakeholders. This position is based in Emeryville, California, and offers an exciting opportunity to contribute to a dynamic and service-oriented environment.
Responsibilities:
• Address and resolve operator concerns across multiple channels with efficiency and professionalism.
• Partner with different teams to escalate complex issues and ensure timely resolutions.
• Provide tailored solutions to operators and follow up to ensure satisfaction.
• Build and maintain strong relationships with Independent Operators through transparent and responsive communication.
• Document case resolutions to identify trends and enhance future support processes.
• Advocate for operator needs by communicating feedback and reporting system bugs.
• Utilize customer service tools such as Zendesk and ServiceNow to manage inquiries and track progress.
• Assist operators with connectivity issues and deliver solutions for technical challenges.
• Ensure exceptional service delivery while adapting to flexible work schedules, including weekends.
• Minimum of 3 years of experience in customer service, with retail support experience as a plus.
• Strong verbal and written communication skills to address diverse customer needs.
• Proven ability to solve problems and multitask in a fast-paced environment.
• Proficiency in using computer systems and basic technical troubleshooting.
• Familiarity with customer service tools such as Zendesk, ServiceNow, or similar platforms.
• Ability to work flexible hours, including weekends, as needed.
• Experience in handling email correspondence and navigating multi-browser platforms.
• A proactive and adaptable approach to delivering outstanding customer experiences.
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