Customer Experience Representative

Summary

Join GRAV's Experience team as a Customer Experience Representative to help build a product that serves everyone.

Requirements

• Effective communication with teammates, leadership, and other departments
• Empathic approach to helping people with problems, without bending policy
• Proficiency in SalesHub, Shopify, and/or Brightpearl is an advantage but can be trained
• Meticulous approach to and concern for the accuracy of customer data
• Knowledge of mirroring and active listening
• Broad understanding of the cannabis industry, with specialized knowledge of glass and GRAV’s products

Responsibilities

• Have a customer-driven approach when handling incoming calls and e-mails for service issues, pricing, warranties, and cancellations
• Proactively resolves customer concerns quickly and efficiently, often coming up with creative solutions and escalate when needed
• Document patterns in claims with supporting revenue and unit numbers and share these regularly with Product Dev and Production Ops so vendor issues can be addressed
• Refine claims processes and policies to the benefit of the organization
• Keep VP of Revenue and Ecommerce Director informed on proposed changes to processes and policies and the reasoning behind them
• Maintain a 5% of revenue goal and appropriately enforce policy as the 5% threshold nears
• Enforce policy more strictly with business customers, while still presenting a solution-oriented attitude
• Whenever possible, contribute to the overall revenue goal by helping customers reach a decision on specific products they might enjoy and championing the brand overall
• Contribute to team cohesion by bringing new ideas and perspectives to group meetings, being willing to help others beyond the purview of your role, relying on your leaders for vision and guidance, and being respectful of team members at all times

Benefits

• Paid time off
• Medical/dental/vision benefits
• HSA
• Sick pay
• Parental leave
• 401k with employer match
• Equity in the company