Customer Experience Representative

The Role: Customer Experience Representative     

Newport Vessels is seeking a qualified Customer Experience Representative to work as a part of the Customer Experience team, assisting with all tasks relating to customer experience tickets, inbound phone calls, daily orders management tasks, and fulfillment. You’ll be one of our product knowledge experts to recommend products to customers and assist with any troubleshooting they may need. The reviews from our customers of their experience with our team are legendary so, we don’t settle for anything less than individuals who deliver top rated interactions with our customers each and every time. This is a 6-month temporary assignment.Who We Are:

Our purpose is to electrify the fishing industry, for a better & sustainable future. We aim for 100% customer satisfaction through the performance and quality standards we set for our manufacturing partners, contractors, and ourselves. At Newport, we believe in continuous process improvement in order to guarantee the production of world-class products and world-class customer experiences.

What You’ll Do

Our Customer Experience Representatives handle everything involved with customer service and sales requests, order processing, and fulfillment. You will be working directly with our customers and focused on providing a 5-star customer experience with each and every conversation. You’ll utilize our CRM platform to respond to inbound customer tickets in a timely manner. Customer service requests may come in by phone, email or web chats so multi-tasking to ensure the proper attention is given to each interaction is our main priority. You’ll ensure accuracy as you input orders using our order management and fulfillment systems. You’ll be a beacon of knowledge regarding our entire product line. New and existing customers will rely on you to provide updates and answer order and product questions. Process customer requested documents for warranty claims and boat registration documents. From time to time, other departments within the brand may require your input or assistance on other special projects as they arise. 

Who You Are: 

• You have no less than 2 years experience in a customer service setting. 
• You have no less than 2 years experience in Zendesk Support or a similar ticketing system (Zendesk greatly preferred). 
• You have excellent verbal and written communication skills
• You manage your time well and can multi-task with the highest efficiency and precision. 
• You enjoy learning about products that are mechanically and electrically technical.
• You enjoy helping others with technical questions. 
• You’re highly skilled in navigating a variety of systems, such as a CRM, e-commerce order processing, or Google Suite or Microsoft Office.
• Working for an e-commerce or DTC business is familiar or of interest to you
• You love being part of a team and working together to accomplish team and company goals
• You’re an outdoor enthusiast!
• You can handle navigating multiple systems at one time
• You have a positive energy, you’re self-directed, and results-oriented
• Talking on the phone with customers is second nature for you 
• You’re have an established ability to multi-task and can shift priorities as needed
• You thrive in a remote-based setting
• You know all details matter, even the “little” ones