Department: Customer Service (internally known as Wahooligan Experience)
Location: Wahoo HQ in Atlanta, GA
The Wahooligan Experience Specialist role is similar to a Customer Service position in many ways in that it interacts directly with our customers. Having a deep understanding of our customers, also called Wahooligans, the Wahooligan Experience Specialist is laser focused on delivering the best possible experience for the athletes around the world who use our products. Are you excited about the challenge of helping Wahoo provide a top tier customer experience to Wahooligans across the globe? Then throw your name in the ring!
In this role, you will:
- Interface with customers, either via email, chat or phone to quickly, efficiently and completely RESOLVE customer service issues
- Resolve customer issues by determining the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment and follow up to ensure resolution
- Use our customer service management system, [Zendesk], to log and manage customer service interactions
- Communicate with customer to keep them updated thought-out the resolution process the status of product (received, tested, replaced, canceled)
- Explain the differences between various products for pre-sale customer inquiries
- Create database of product issues for ongoing analysis and partner with developers to resolve issues
- Manage inventory flow of all incoming and outgoing customer returns, warranties and replacements for customer resolution
- Test returns to collect and analyze customer feedback/issues
- Contribute to team effort by accomplishing measurable results
- Coordinate shipments of defective products to manufacturers for testing and/or credit Manage in-house spare / refurbished parts inventory
We’d love to hear from you if you have:
- A minimum of 1-3 years demonstrated experience performing a customer service role
- Prior experience working in a customer service role, preferably for a technology company dealing with connective devices
- A demonstrated ability to learn, understand, and follow established procedures based on technology
- A strong technological literacy; experience using Zendesk (or comparable customer service management system), Google Drive, and Microsoft Office a plus
- Exceptional customer service skills; pleasant, patient, and friendly attitude; plays well with others
- An ability to handle all customers patiently and with kindness
- Excellent written and verbal communication skills plus practiced listening skills
- A detail orientation with strong organizational ability to handle multiple events simultaneously
- A strong ability to problem solve and prioritize
- A “thick skin” and are able to handle complaints and unpleasant customers
- A strong bias for action and demonstrated desire for ownership
- Excellent time management and follow-up skills
- Foreign language a plus
- An enthusiasm for endurance sports; preferably cycling and running
- An entrepreneurial spirit and passion for sport/fitness and technology
- A willingness to work a flexible schedule to include early evenings and weekends
- Self-motivation and ability to work well in a team environment