Customer Care Specialist
Position Overview:
At OOFOS, our mission is to make people feel good through our proprietary OOfoam™ technology and innovative footbed design, company culture, and community initiatives. We prioritize empathy, inclusivity, and creativity, leaving a lasting sense of WOW! We are committed to providing exceptional experiences for both our customers and employees, fostering a trusted and inclusive environment. You’ll have the autonomy and flexibility to develop your career and contribute to our innovative products, that enable people to live life in ultimate comfort.
The Customer Care Specialist is primarily responsible for delivering exceptional support to all OOFOS consumers, no matter their point of purchase. This role requires a proactive and enthusiastic individual who will connect with our consumers by answering inquiries via phone, email, live chat, and social media. Acting as a brand ambassador, you will be the voice and face of OOFOS, ensuring every interaction reflects our OOsoul and mission of helping customers ‘feel the OO’.
This is a remote position located in either Texas or Colorado, covering the 11am to 7pm Eastern standard time schedule.
Key Responsibilities:
- Respond to all incoming inquiries via phone, email, chat and social media.
- Embrace and support new service offerings inclusive of additional contact channels and customer self-service options.
- Adopt new and evolving technology, including but not limited to, CX platform, AI functionality, Fraud tools and all other systems that impact SEO and the consumer experience.
- Meet and maintain published KPIs, including but not limited to, CSAT, SLA, and first response time.
- Act as the first point of contact for escalated customer interactions that don’t require Manager level involvement.
- Process orders in the most cost effective (profitable) and timely manner.
- Assist consumers with website navigation, product questions and any other experience inquiries.
- Document consumer interactions to ensure timely follow up and resolution.
- Advocate for consumers and provide insight and feedback to internal teams on consumer engagement and experience.
- Become a product expert! Learn and share all there is to know about product and technology with all valued consumers.
- Collaborate with eCommerce team to maximize customer reviews to grow customer loyalty and conversion rates.
- Collaborate with eCommerce team to support projects, remain competitive and perform to best-in-class standards.
- Become a subject matter expert on process / tools and participate in team-based knowledge sharing and training.
- Partner with the Management team on new hire training, projects as defined and implementation / roll out of strategic initiatives.
Requirements:
- 3+ years of Customer Service experience, preferably within business to consumer or consumer products industry.
- Advanced using Microsoft Office suite (Word, PowerPoint, Excel and Outlook), as well as other CRM platforms. Proficiency in customer service software.
- Experience streamlining and improving processes.
- Strategic thinking in all interactions with OOFOS customers.
- True passion to make the consumer “feel the OO.” Demonstrated empathy and courtesy.
- Strong written and verbal skills, accuracy, and attention to detail. Ability to demonstrate all while multi-tasking and staying organized.
Leadership/Cultural Requirements:
- Cultural fit - matches up with the OOFOS OOsoul.
- Highly motivated, organized individual with ability to prioritize multiple projects and deadlines.
- Self-starter who can identify new opportunities, analyze a problem and develop tactics/strategies to drive growth.
- Outstanding communication and consumer focus required.
- Ability to work well in a team environment under aggressive timelines.
- Relationship and team management skills required.
- Proactive tendencies and detail oriented.
