POSITION TITLE: Customer Service Team Member I
With nearly half a million customers in more than 97 countries, Xero Shoes is a lifestyle footwear brand focused on helping people everywhere discover the benefits of natural movement. Are you passionate about health & wellness and want to make an extraordinary difference in people’s lives? We are looking for a motivated, passionate Customer Service team member ........................................................................................................................................................................
Focus:
● Service: Deliver prompt and effective support by addressing customer inquiries and issues with empathy and accuracy
● Promote Xero Shoes Brand: Uphold the Xero Shoes brand by providing consistent, knowledgeable, and enthusiastic customer interactions that reflect the company’s values, educate customers on product benefits, and promote new offerings.
● Customer Advocacy: Represent and champion customer needs by fostering strong relationships, addressing recurring issues, and collaborating with other departments to enhance overall service and satisfaction.
Responsibilities:
● Communication: Utilize clear and effective communication across multiple channels to address customer inquiries, provide timely updates, and resolve issues, ensuring a consistent and positive experience.
○ Email:
■ Provide clear, concise, and personalized responses to customer inquiries, ensuring all relevant information is included.
■ Follow up on unresolved issues or pending requests promptly.
■ Maintain a professional tone while personalizing communication to build rapport and address customer concerns effectively.
○ Chat:
■ Deliver immediate, accurate, and friendly responses to customer questions while managing multiple chat interactions simultaneously.
■ Use a conversational tone to enhance the customer experience, ensuring quality and consistency in every interaction.
○ SMS:
■ Send brief, timely, and clear updates or responses, such as order statuses or appointment reminders, ensuring messages are easy to understand and adhere to character limits.
■ Offer prompt replies to customer inquiries or concerns, maintaining clarity and relevance in communication.
○ Phone Calls:
■ Engage in professional, courteous, and empathetic conversations to resolve customer issues or answer questions.
■ Actively listen to customer concerns, provide accurate solutions, or escalate issues as needed while maintaining a positive and respectful tone to ensure a high level of customer satisfaction.
● Order Management: Assist customers with order placement, tracking, and modifications, ensuring accurate and timely processing.
● Issue Resolution: Address and resolve complex customer issues, including product defects or discrepancies, ensuring customer satisfaction.
● Feedback Collection: Gather customer feedback.
● Cross-Selling and Up-Selling: Identify opportunities to cross-sell or up-sell products based on customer needs and preferences.
● Customer Education: Provide detailed information and guidance on product usage, care instructions, and other relevant topics to enhance the customer experience.
● Database Management: Maintain and update customer records in all systems and workbooks, ensuring accurate information for future interactions and marketing initiatives.
● Quality Assurance: Monitor and maintain high service quality standards, adhering to company policies and procedures.
● Team Collaboration: Work closely with other departments, such as marketing and product development, to align customer feedback with business objectives and strategies.
● Process Improvement: Contribute to the development and refinement of customer service processes and policies to enhance efficiency and effectiveness.
● Peak Periods: Handle customer concerns and complaints during peak periods or in challenging situations professionally and comprehensively.
● Positivity and Possibilities: Promote a positive, solution-focused environment that encourages growth, creativity, and a can-do attitude. Foster a mindset of possibility, inspiring each other to be their best while delivering excellent customer service.
Knowledge/Skill Set
● At least 2 years of Customer Service experience preferred
● Minimum typing speed of 40-50 WPM
● Provide fact-based feedback
● De-escalation skills
● Analytical skills
● Basic technology knowledge
● Understanding of the company's products and industry
● Understanding of policies and procedures
Stay up-to-date on industry trends and best practices in customer service
Job Type: Full-time 40 hours per week, hourly, non-exempt
Schedule: 5 days per week in the Broomfield office
- Must have reliable transportation
Pay: The annualized salary for this position ranges between $22.00 per hour.
This range is an estimate, based on potential employee qualifications, operational needs and other considerations as permitted by Colorado Equal Pay Transparency Rule 4.1.2. Other rewards may include annual bonuses, short- and long-term incentives, and equity awards.
Benefits Include:
- Medical, Dental upon employment
- Additional employee funded ancillary benefits, such as: qualified HSA, or FSA, and Voluntary Life / AD&D, Accidental, Critical Care etc. are also available if you choose to participate
- 401k eligible after 3 months of employment
- Xero Shoes provided life insurance
- Employee bonus and incentive plans
- Sick and vacation accrual
- 1 pair of Xero Shoes per month
Xero Shoes handles our own recruitment, and we will not respond to solicitations from recruiters.
Pay: From $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Customer service: 2 years (Required)
Ability to Commute:
- Broomfield, CO 80021 (Required)
Work Location: In person
