Customer Experience Associate Jobs

Quicksilver is a pioneer in the natural health industry. Our mission is to deliver on the promise of natural medicine to optimize quality of life.

We envision a company with an environment of collaboration & ideation that leads to innovations that break barriers in the quest for healthier lives.

We Value

• Mutual Respect, Openness & Exchange our teams work across functions with collaboration and reciprocity key to success
• Continuous Improvement & Learning constant iteration and improvement is our hallmark
• Agility, Audacity & Innovation we pivot and adapt in order to take chances and lead the way in natural health
• Self-Awareness we strive for self-reflection and authenticity
• Craftmanship & Integrity our products are crafted with premium ingredients and backed by science

Our growth is fueled by individuals who share our passion. Currently, we have an opening for a Customer Experience Associate in our Louisville, CO location.

The Customer Experience Associate is responsible for providing a transformative experience for our customers by providing the crucial first contact for our customers - handling inbound and outbound calls, as well as web, email and chat communications. The Customer Experience Associate should have a passion for best-in-class service, be process focused and adaptable to a face-paced, rapidly evolving environment. In this dynamic role, motivation and results must be internally driven and externally aligned with an emphasis on collaboration and teamwork to ensure the highest level of satisfaction to our customers.

Schedule: Full-time; Monday-Friday, 8am - 4:30pm

Core Responsibilities Include

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Utilizes excellent verbal and written communication skills while problem-solving customer inquiries
• Consistently utilize CRM system to effectively manage customer interactions - providing accurate and complete documentation
• Able to develop an in-depth understanding of QS products in order to explain their features and benefits
• Ability to solve problems and bring new ideas to the team
• Proactively promotes QS products and services to existing customers for up-sell opportunities
• Build customer and brand loyalty by addressing inquiries and handling the customer's needs with a high level of respect and professionalism
• Accurately and expediently enter, manage and track orders, returns, shipping and quality complaints
• Understand functions of each QS department to effectively communicate cross-departmentally.
• Deal directly with customers while navigating through a variety of communication methods (phone, web, email, chat) to always ensure their confidence in the company, providing status and feedback with satisfaction and resolve

Qualifications

• Proficiency in MS Office suite
• Customer Relationship Management (CRM) software experience
• Minimum 1 year of sales/customer support experience with inbound/outbound calls
• High School Diploma or Equivalent
• Minimum of 1 year experience with an internal communications platform (i.e., Slack)

Ideal Candidates Have The Following Traits

• 2 years' experience with a CRM or ERP
• Bachelor's Degree preferred
• In-depth understanding of the sales process with a Customer Service mindset
• Ability and willingness to multi-task and navigate multiple systems (CRM, ERP, web, etc.)
• Exceptional interpersonal skills, including the ability to quickly build rapport with both consumers and peers
• Ability to multi-task with a positive, flexible attitude in a fast-paced, rapidly evolving work and market environment
• Experience with inbound or data collection calls
• Intermediate proficiency in MS Excel
• Experience with Direct to Consumer (D2C) and/or Consumer Packaged Goods (CPG) in a Customer Service role
• Exceptional written and verbal communications skills with a strong aptitude for accuracy and detail
• Results driven, proactive, with the ability to relate to and work with a wide variety of customers (consumers, practitioners, retailers)

Quicksilver Offers a Competitive Benefits Package Including

• Generous employee discount program on all QS products
• Paid Time Off
• Fitness Center membership
• Paid company holidays
• Parental Leave
• Employer paid Medical, Dental and Life insurance, including Short-term and Long-term Disability
• Bonus program
• 401(k) with company matching

Compensation: $22.00 to $24.00 per hour

Quicksilver Scientific is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This job posting is in compliance with the Colorado "Equal Pay for Equal Work Act."