Job Description

Position: Customer Experience Specialist | Team: Customer Experience

Workdays : Monday - Friday | Work Hours: 9:00am - 6:00pm

Compensation : $50,000/yr | Annual Bonus | Equity Incentives | 401(k) Match

About Nickson

Nickson is a Texas born venture-backed startup that is transforming the way people live in apartments. Based on a user’s online style quiz, our company designs and installs a customized on-demand living solution for rent. We are hardworking, fun loving, passionate, and love the challenges and rewards of scaling a new venture. We recently closed our Series A financing and are in rapid growth mode.

About The Role

We’re looking for a highly skilled Customer Experience Specialist to join our team, managing inbound and outbound phone calls, email requests, and interaction with a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues that come up with our customer-first business mentality. He or she is also experienced with sales, as the opportunity to promote company products and services may arise. The most successful specialist has the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner.

This is a key role serving as the voice and face of our company and will be integral to reinforcing our reputation for providing exceptional customer experience. This role is all about bringing the best of Nickson forward and ensuring our users have the best possible experience in all cases.

Key Responsibilities

• Manage a large volume of inbound and outbound calls, emails, and chats.
• Identify and address customer needs with a goal of complete satisfaction.
• Follow-up on inbound customer leads with knowledge and efficiency.
• Provide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customers.
• Follow company communications guidelines and procedures under minimal supervision.
• Recommend improvements to processes for improved company efficiency.
• Work cross-functionally across teams and departments to ensure smooth product delivery

What You Can Do

• Build expert and dynamic knowledge of company products and services.
• Research information using available resources to satisfy customer inquiries.
• Build rapport with customers by engaging them in an inviting, friendly, and professional manner, to deliver exceptional experiences and nurture lasting relationships.
• Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties.
• Meet team targets by recommending and explaining benefits of additional company services and seizing opportunities to sell products and services whenever possible.
• Maintain daily log and document issues and resolutions in an electronic database for sales and executive management teams to review.

Who You Are

• An action-oriented, results driven team player.
• Bachelor's degree from an accredited four-year college or university.
• Excellent written and oral communicator.
• A critical thinking ‘people person’ who enjoys working in a fast-paced environment.
• Strong attention to detail with the ability to prioritize and efficiently complete multiple tasks.
• Very organized with the ability to hit the ground running but knows when to ask for help.

Nickson Values

• Honesty and Integrity above all
• Great results start with great plans
• Always be learning
• Details are everything
• Focus on results
• Act like an owner

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