Customer Experience Professional Jobs

Customer Experience Professional

Avulux is a rapidly emerging company in the optical/healthcare space focused on bringing its revolutionary new technology to both consumers and industry professionals. Its patented technology has been designed to help the tens of millions of people who experience light sensitivity and migraine. As a customer service representative, you immediately become the face of the company to both the public, and health care providers. For the right candidate, there is great potential for growth and career advancement with management opportunity.

Customer Experience Coordinator Job Responsibilities:

• Record and modify customer information within our database
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
• Review and follow up on orders daily to ensure accuracy and timeliness from purchase to delivery.
• Study, create, and update the company’s customer service policies to maintain consistency and alignment with the company’s values when interacting with customers.
• Answer incoming customer inquiries and engage with customers in a friendly, empathetic and professional manner while actively listening to their concerns
• Resolve product or service problems by clarifying the customers complaints, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Optimize and maintain existing customer service communication channels
• Optimize and maintain existing customer experience metrics as tracked within Gorgias and AirCall
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Support sales by answering product and service questions and providing recommendations to customers.
• Prepare product or service reports by collecting and analyzing customer information.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to team effort by accomplishing customer experience related tasks aligned with company goals.
• Telephone and manual order entry.

Avulux is committed to employment equity and diversity, and we encourage applications from all qualified candidates. Please let us know if you need any accommodation during the recruitment process.

Although this is a remote position, it is imperative that applicants are residents of the U.S. and are legally eligible to work.

We offer a very competitive salary and a full range of benefits including medical, dental, and vision care and a generous PTO allotment.

Customer Service Representative Qualifications / Skills:

• Excellent customer service skills and telephone etiquette
• Detail-oriented
• Exceptional verbal and written communication skills
• Documentation skills
• Market knowledge
• Multi-tasking
• Analyzing information
• Product knowledge
• A high degree of organizational and multitasking skills in a busy and fast-paced work environment
• Phone skills
• Computer and data savvy using software such as Microsoft Word, PowerPoint, Excel, Gorgias, Monday.com, Notion, Shopify, Zendesk Sell, BrightPearl, AirCall
• Listening
• 2-3 years customer service experience
• Quality focus
• Problem solving
• Resolving conflict
• A self-starter mindset and able to work independently

Education, Experience, and Licensing Requirements:

• Familiarity with office software and phone systems a plus
• University/college degree is an asset
• Previous experience, especially in the optical industry, is preferred

We are looking for that special candidate who wants the challenge of being in the front line of a rapidly growing company and who is looking for a career that has unlimited opportunity for advancement.