Customer Experience Associate PDF

Triple Aught Design is an apparel and equipment manufacturer headquartered in San Francisco. On their toughest missions and in their everyday adventures, our highly-engaged and dedicated community depends on our gear to help them prevail. With the Pacific to our west and the Sierras to our east, we have spectacular landscapes to inspire our designs and rugged wilderness areas in which to test and use our products.

We have intrepid and amazing customers and the Triple Aught Design CX team is responsible for providing them with exceptional experiences through direct contact and behind-the-scenes initiatives. From simple tasks like size exchanges to complex issues like planning our seasonal repair materials inventory requirements, everything you touch helps ensure that we meet our customers’ high expectations.

The Customer Experience Associate is responsible for optimizing the customer experience in every interaction. As a product expert, you will maintain detailed knowledge of our constantly evolving product line and initiatives and act as a champion for customers by serving as their central point of contact. This is an exciting and impactful role that fuels improvement and innovation via ongoing feedback to other departments. 

Core Responsibilities

  • Provide phone and email support to all customers. Most commonly in the areas of:

    • Product knowledge

    • Order placement, changes, and inquiries

    • Cataloging customer feedback

    • Evaluating warranty and repair claims

  • Maintain a high-level of professionalism, even in challenging situations 

  • Handle both upcoming product launch information as well as customer specific information discretely and appropriately.

  • Resolution of order, billing, and returns issues.

Core Proficiencies

  • 2 or more years in a customer experience or customer service role.

  • Excellent spoken and written communication skills, with the ability to clearly and efficiently get your message across.

  • Excellent attention to detail.

  • Problem-solving, and customer-centric mindset.

  • Ability to work effectively and creatively under pressure and deadlines.

  • Experience with Oracle Netsuite.

  • Interest or involvement in groups, brands, or hobbies that align with the Triple Aught Design mission.

Physical Requirements

  • Must be able to sit for extended periods of time.

  • Must be able to stand for extended periods of time.

  • Must be able to look at a computer screen for extended periods of time.

  • Must be able to converse on the telephone for extended periods of time.

  • Ability to maintain a composed and professional demeanor within a flexible (and at times noisy) work environment.

Benefits

Triple Aught Design offers a comprehensive benefits package for all full-time employees working 30 hours/week or more. Benefits include Medical, Dental, Vision, PTO, Life Insurance, Long term Disability Insurance, 401(k), profit sharing, Alternative Commuter Program, and others.

Apply

Please apply by submitting your resume and cover letter in either PDF or plain-text format to the email address listed below.

resumes@tripleaughtdesign.com

While we thank all applicants for their interest, only shortlisted applicants will be contacted.