Customer Experience Agent - Full-Time (Hybrid)

Are you ready to take on a hands-on role helping to save lives and fuel adventure?  ROAD iD is looking for a skilled Customer Experience Agent to join our team! 

First off, know that this is not your run-of-the-mill call center role. No reading from scripts here folks. As a member of ROAD iD’s Customer Service Team, you will have the opportunity to deliver memorable, effortless, and remarkable customer experiences. This is because we empower you to be you while we remove all obstacles for you to provide a rock solid customer experience. Let’s face it, you’re patient, empathetic and pretty funny to boot. That’s why we are excited to receive your resume.

We are looking for a remarkable customer-oriented service professional to join our amazing team. You would work a part-time weekday schedule in our Covington office on Monday through Thursday from 9 a.m. to 5 p.m. and remotely on Sundays from 9 a.m. to 4:30 p.m. During your initial new hire orientation period you'd work Monday through Friday in our office.

Responsibilities

• Deliver service so blindingly awesome that our customers can’t help but share it.
• Create sustainable relationships and trust with customers through interactive email, phone, chat and social media communications.
• Provide accurate, valid and complete resolutions for customers.
• Fill the role as 'watchdog' by reporting any issues, friction or inconsistencies in the customer journey.
• Collaborate with other teams (marketing, eCommerce, IT, etc.) to improve efficiencies internally and externally

Requirements

• At least 1 year of customer support experience, ideally in an eCommerce, call center, or retail setting, developing sustainable relationships through phone, email, chat, and social media
• Technical proficiency in website and mobile app navigation
• Experience in customer service software tools such as Gorgias preferred
• Friendly and professional phone etiquette skills
• Strong written and verbal communication skills
• Enthusiastic, self-motivated to make a positive impact in our customer's lives
• Proven ability to multi-task, prioritize, and manage time effectively

Benefits

This is a full-time opportunity with perks that include:

• Medical, Dental, and Vision Insurance
• Group/Voluntary Life Insurance
• Long Term Disability Insurance
• Short Term Disability Insurance
• Flexible Spending Account
• Dependent Care Spending Account
• Health Savings Account
• 401K with Immediate Vesting and Automatic Employer Contributions
• Wellness Plan, with Annual Fitness and Wellness Reimbursement Allowance
• Annual Employee Purchase Allowance
• Annual Charitable Donation or Reimbursement towards Shelter Pet Adoption Fees
• 9 Paid Holidays
• PTO
• Maternity Leave
• Paternity Leave
• 36-Hour Weekly Summer Hour Schedules
• Employee Referral Bonuses
• Tuition Discounts through University of Cincinnati’s Online Program
• Pet Insurance
• Bring Your Dog to Work 
• Summer Hours (36 Hour Weeks Paid at 40 Hours)
• WesBanco Perks (Product Discounts/Financial Literacy Programs)
• Company Provided Weekly Lunch
• A cheerfully serious culture of inclusivity, collaboration, and flexibility for work/life balance
• And, most importantly, the ability to make a positive impact by saving lives, providing peace of mind, and fueling adventure!

WHO WE ARE

We exist to Save Lives, Provide Peace of Mind, and Fuel Adventure. We do this by improving the outcome of accidents and emergencies. Our products include elegantly simple, Wearable ID & Technology that connects you to friends and family when it matters most.

We believe:

• We don’t make widgets. We make a difference. We receive genuine testimonials nearly every day from our customers that keep us motivated towards our Dream: To see the day when wearing ID is as common as strapping on a seatbelt.
• We are a great company - made this way by great people.
• We are a great company because we try hard to be a great company
• It’s important to provide a fun, casual, team-oriented, fast-paced environment.
• Every member of the team is provided the opportunity to make real and significant contributions. In fact, you might say that we expect it.
• “Word of mouth” has always been, and will always be, the most important marketing lever. To that end, it is imperative that we deliver a Product, Service, and Journey so blindingly awesome that our customers can’t help but share it.
• Customers don’t want to do business with businesses. Rather, they want to do business with people. So, at every touchpoint, we try to talk and behave like real people.
• In keeping things “elegantly simple.”
• In moving fast and embracing mistakes.
• In giving a percentage of EVERY order to charity. Our current charity partner is 4 Paws for Ability - a very cool non-profit that provides service dogs to children and veterans in need.
• In providing competitive compensation and benefits: Matching IRA, strong PTO policy, Health/Dental/Vision package, $25K life and AD&D insurance, Free long-term disability insurance, 9 paid holidays

AT OUR CORE

Special Sauce

You’d better strap your socks on tight, because our dedication to YOU (our customer) will blow those socks straight off. At ROAD iD, you’re not dealing with “a business,” you’re dealing with people. Real people with personality, heart, and soul. You’re not just a number, and we’re not just another faceless company. To that end, we’re gonna treat you the same way we want to be treated. It's just that simple.

Be Remark-able

When you interact with us, you’re going to want to tell people about it. That’s because we work really hard to deliver a product, service, and journey so blindingly awesome that you can’t help but share it. When you talk about us, you’ll use adjectives like fun, honest, dependable, super fun, personal, passionate, enthusiastic, funny, tenacious, and really exceptionally fun.

Care Deeply

We care deeply. Like Grand Canyon deep. We stand behind everything we do and every product we sell. No shortcuts. No excuses. We’re going to work really hard to do things right the first time. If we make a mistake, we’re gonna own it. We’re gonna make it right. We’ve got your back.

Ear to the Ground, Eye to the Sky

Like Vanilla Ice said, “if there was a problem, yo I’ll solve it.” (we know you still have the cassette tape in a box somewhere). We’re never quite satisfied and realize there’s always room for improvement. We listen more than we talk because we know most great ideas come from those closest to the issue. To this end, our ears perk up when someone has a problem or experiences friction, as this usually indicates room for improvement. See something that needs fixin’? Let us know.

Cheerfully Serious

We take our work and our products quite seriously. That doesn’t mean we’re going to be boring or stuffy. Our lighthearted approach and positive energy is contagious. We’re going to intentionally have fun, laugh a lot, use too many puns, make some dad jokes, and celebrate with each other.

Purpose over Profit

It’s not about the money. Yes, we have to care about the lines (specifically the bottom one) mostly because our staff likes to get paid...and rent is due on the 1st. But, at ROAD iD Brands, we put our purpose first. More specifically, we’re laser focused on Saving Lives, Providing Peace of Mind, and Fueling Adventure. 

Our philosophy is this: If we fervently and ethically pursue our purpose, put our customers first, and put forth our best effort, then the bottom line will take care of itself. Furthermore, we commit to being good corporate citizens by financially supporting non-profits that we believe in. But, we DON’T simply make donations with extra profits that are laying around at the end of the year. Instead, we put that commitment first. Donations come out of revenue, not profit. 

Giving back is not an afterthought. By way of example, ROAD iD Gives Back is an ongoing promise to donate a portion of every (yes, EVERY) order to charity. Our current charity partner, 4 Paws for Ability, is a remarkable non-profit that provides service dogs to children and veterans in need. Like ROAD iD, they’re saving lives and fueling adventure every day. Check 'em out. 

FINER DETAILS

This is a full-time position based 4 days a week in the historic Arts District of Covington, KY and one day working remotely. You will report to the the Customer Service Manager; however, your contributions and feedback will impact all areas of the company.

If this sounds like a role you would rock, then submit your application and tell us all about you.

ROADiD is an equal opportunity employer. We are committed to an inclusive and respectful work environment where all team members can thrive. Every team member is seen at ROADiD, and empowered to be the best versions of themselves. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.