Customer Care Specialist

Customer Care Specialist

About You:

Our customers need reliable products for their next adventures and you’re driven to help them do just that. You solve problems with the customer in mind and are dedicated to exceeding their expectations. You’re not knocked off balance by the unexpected. When times get tough, you can be counted on to hold things together. You have composure and you’re cool under pressure.

About the Job:

Customer Care Specialists are professionals that our products’ end users can rely on to answer inquiries about all things DiamondBack. The DiamondBack Customer Care team offers consumers a custom-tailored experience via telephone, email, and live chat. Specialists answer questions about the best DiamondBack for specific adventures, how to accessorize a DiamondBack, and how to fix product performance problems. This position works to understand the needs of the customer and communicates effectively to ensure complete satisfaction.

Reports To:

Customer Experience Manager

Principle Duties:

• Customer Service
  • Respond to customer inquiries about orders, products, or services promptly and politely and determine the best action to ensure their satisfaction
  • Provide thorough and timely follow up to customers when problems cannot be solved during the initial correspondence
  • Troubleshoot and solve product performance problems with customers
  • Keep records of customer interactions and transactions
• Customer Orders
  • Process customer orders, maintain customers’ accounts, implement changes to existing accounts, and file documents
• Customer Materials
  • Continually improve content and scope of resources for customer needs through the website, printed materials and boilerplate responses

Required Skills, Knowledge, Education, and Training:

• High School Diploma; Associate’s Degree preferred
• 2+ years of Customer Service experience
• Proven experience working in a fast-paced, high-volume environment
• Excellent organizational, interpersonal, and communication skills
• Strong attention to detail with a high level of accuracy
• Proficient with basic computer skills with ability to learn new programs
• Attentive and empathetic listening skills
• Ability to analyze and assess customer needs, present solutions, and add value through delivery of products and services
• Able to write clearly and succinctly in a variety of settings and styles

Perks at DiamondBack

• Competitive benefit offerings (Medical, Dental, Eye, Life Insurance, Short-Term Disability)
• Competitive PTO, Personal, and Sick Time
• Profit-Sharing
• Employee Ownership: Company shares are awarded annually based on company performance through an ESOP
• 401k contributions with a company match
• Tuition reimbursement program up to $5250 annually
• Employee Cover Program: Eligible for a DiamondBack cover
• Employee Pricing on products
• Friends and Family Discounts
• Healthy snacks provided daily
• Days of Service: Opportunity to make an impact in the community with 3 paid days off for volunteering
• DiamondBack Gives Back: Employee-directed giving to the community up to $2,000 annually