Customer Experience Coordinator

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🔥 33 minutes ago

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Rocky Talkie

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🔧 Hardware

🛒 Retail

⚽ Sports

Hardware • Retail • Sports

Rocky Talkie is a company that specializes in creating durable, easy-to-use backcountry radios designed to keep adventurers connected in remote locations. Their products include the award-winning Mountain Radio, notable for its impressive range, long battery life, and compact design, making it ideal for outdoor enthusiasts. With a commitment to supporting mountain rescue teams, Rocky Talkie also donates a portion of every sale to help ensure safety in the wilderness.

📋 Description

• Respond to customer inquiries across all CRM, including but not limited to Gorgias email, tickets, live chat, SMS, phone, and Amazon marketplace messaging. • Assist customers with product questions, troubleshooting, warranties, returns, order status, and shipping inquiries. • Guide customers through both pre-purchase decisions and post-purchase support. • Maintain a deep understanding of Rocky Talkie products and how customers use them in real outdoor environments. • Moderate reviews and product questions on e-commerce platforms such as Amazon and Okendo. • Partner with the fulfillment team to resolve order issues such as shipping errors or order edits. • Identify recurring customer issues and share insights with product, operations, and marketing teams. • Act as a voice for the customer by identifying recurring questions, product feedback, and areas where customers experience friction. • Document and share customer insights with the broader team to help improve products and processes. • Tag and categorize customer tickets appropriately for reporting and analysis in Gorgias and Shopify. • Maintain internal team logs capturing customer feedback and product insights. • Work with CX leadership to identify opportunities to improve the customer journey. • Communicate consistently with teammates and collaborate closely with operations, product, and marketing teams via Slack, video, and within the CRM systems. • Support initiatives that help scale Rocky Talkie’s customer support as the company continues to grow.

🎯 Requirements

• Exceptional written communication and grammar skills • Strong ability to communicate clearly and empathetically with customers using Rocky Talkie brand tone • Ability to learn technical product details quickly and explain them in simple, customer-friendly language • Ability to work independently in a remote environment while staying highly responsive and collaborative • Confidence navigating multiple systems at once while maintaining accuracy and warmth in customer communication • Strong organizational skills and attention to detail • Comfortable managing multiple tasks in a fast-paced environment • Ability to implement feedback quickly and continuously improve • Ability to quickly learn all aspects of the customer experience process in a remote environment • A high level of energy, curiosity, and adaptability

🏖️ Benefits

• Healthcare Plan (Medical, Dental, and Vision • Retirement Plan with Matching • Paid Time Off (Vacation, Sick, and Holidays) • Paid Family Leave (Maternity, Paternity) • Paid Short Term & Long Term Disability • Performance-Based Bonus • And of course, plenty of Rocky Talkie gear to fuel your next adventure!