• Park City, UT, USA
  • Full Time

Comprehensive Benefits Package Offering

The Customer Experience Specialist's role is to help create an outstanding customer experience through operational excellence. You will work with the Director of Customer Experience, our third party support team, and key departments within Skullcandy. You will serve as an advocate for the customer's voice internally, and work cross departmentally to foster a customer-first mentality at Skullcandy. This role is a key ingredient on the front lines of the overall transformation of Skullcandy customer service, driving a frictionless, digital-first experience. You will help make our brand voice, mission, and values come through in all customer touchpoints.

Primary Responsibilities:

  • Facilitate the daily operations with our third party support team, serving as a primary point of contact for issue escalation, questions, and information.
    • Monitor, critique, and improve third party brand voice and product training. Lead weekly meetings and daily conversations regarding team performance while adapting to shifting challenges. Monitor agent performance and identify individual areas for improvement.
    • Work with third party support team to identify root causes and corrective actions for major workload drivers on phone, email and chat support. Surface improvement ideas through the right channels to get them implemented.
    • Serve as escalation point and main advocate for third party support team, keeping them in the loop with changes in policy, new products, and production issues.
    • Communicate summary issues, emerging trends and concerns, along with recommendations for improvements to customer service management, and work as a team to address and improve processes.
  • Address and resolve escalated customer complaints through Zendesk, on the phone, through direct email, through social media and in the storefront. Find fast and effective solutions.
  • Become super-user of key customer service software such as Zendesk, Unbabel Miyagi, Amplify, Bright Pattern, Digital Genius and others. Provide training to others who need access as needed.
  • Manage project work and serve as subject matter expert on key initiatives that improve the customer support process.
  • Monitor social media and customer outreach, redirect customer complaints and questions to appropriate channels and out of the public space.
  • Collaborate with and provide guidance to temporary workers and/or other Skullcandy resources (i.e. front store) for project-based work. Ensure proper training on processes and monitor quality of work.
  • Keep daily operational activities in the office running smoothly
    • Process returns, process refunds, issue codes, update customer throughout process.
    • Process miscellaneous incoming and outgoing mail.
  • Work with Product and Marketing teams to create new public facing product support pages, phone transcripts and chat transcripts
  • Support Skullcandy's review moderation and response goals
  • Support Skullcandy's CSAT goals though continuous improvement and project based initiatives

Required Skills and Qualifications:

  • Deep knowledge of Skullcandy products and culture.
  • Excellent customer service and communication skills: in writing, on the phone, and in person.
  • Passion for improving processes and making things work efficiently.
  • Demonstrated punctuality and strong work ethic.
  • Ability to maintain high-quality work in repetitive and stressful situations.
  • Excellent computer skills and working knowledge of Microsoft Office and similar programs.
  • Accounting and billing experience a plus.
  • Comfortable working on teams and as an individual.
  • Confident in voicing concerns and identifying issues to address as needed across the company.
  • Critical and analytical thinking contributing to an atmosphere of solving problems.
  • Openness to learning new things and flexibility to adapt to changing business conditions.
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