Feniex Hiring for Customer Service Representative Job at Austin, TX Full Time

Why Feniex?

Feniex Industries manufactures technology for the world’s toughest jobs. Our products don’t just save time, they save lives. Our customers are first responders, military personnel, search and rescue volunteers and off-road racers (just to name a few). Every day they depend on the products we manufacture right here in Austin to get the job done. We’re a passionate, driven team with high standards. We not only stand out, we stand for something.

If this resonates with you, read on because you should probably be a part of Feniex.

The Role

As a Customer Experience Specialist you embody Feniex’s values and provide every customer (or prospective customer) with best-in-class experiences across every channel and every touchpoint. You are collaborative and thrive under pressure. You ensure customer satisfaction and drive brand loyalty. You’re inspired by the quality of our products and the environments they’re used and proactively seek to understand how our business works from engineering to marketing to sales to manufacturing and logistics. You’re part of a goal oriented, high performing team and know how to meet and exceed KPIs.

Feniex’s Core Values:

• Less is More. We do more with less. We are a small team with big goals, and have built a team of industry leaders.
• We Have Fun: We have fun with what we do. What better way to create an industry leading brand?
• Think Different! We think differently. Feniex has set out to re-imagine how emergency lighting and warning systems serve us all.
• Get it Done! We get it done. We are blazing a new path, and with that comes many obstacles. We don’t let anything stop us.
• Be the Best! We are the best of the best. We search far and wide to find the right people for the job. Are you the one for us?

Challenges You’ll Take On:

• Handle a high volume of inquiries, order requests, issues and questions through e-mail tickets, chat and social media as well as inbound and outbound calls
• Resolve issues, answer questions and achieve satisfaction from our customers, prospective customers and internal teams
• Proactively quality check purchase orders and our order management systems to ensure that issues are resolved as quickly as possible
• Support our Sales and Technical teams to make sure that our customers know they can count on us to meet their needs
• Quickly establish the “root cause” of problems, determine the best solution and expedite correction or adjustment to ensure customer satisfaction
• Collaborate across all departments and serve as lead point-of-contact from issue identification through resolution
• Process orders, ensuring quality and accuracy of all information including projected ship dates, product configurations and payment information
• Leverage product expertise and provide fast, intuitive, high-quality responses in line with our brand voice
• Document feedback, errors and claims across Feniex Systems; provide feedback
• Analyze and report trends from customer feedback, determine and communicate needed process improvements
• Maintain and uphold documentation and communication standards of excellence across all channels, internal and external

Requirements for Success:

• High School Diploma or GED
• 2+ years of customer service experience (technology, retail or hospitality experience especially encouraged)
• Empathetic, customer-centric approach
• Awesome written and verbal communication skills
• Desire and ability to thrive in an open office environment
• Excellent computer skills
• Prior experience with order management or CMS systems
• Attention to detail and ability to multi-task
• Master problem solver with a proven ability to identify root causes, anticipate needs and provide solutions
• Ability to manage stress, comfortable with change and ambiguity

Benefits:

• Medical
• Dental
• Vision
• Vacation Time
• In-house Gym
• 401K
• Competitive Pay
• Pet Insurance
• Modern and collaborative office environment

Job Type: Full-time

Salary: $18.00 /hour

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• Paid time off

Experience level:

• No experience needed

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

COVID-19 considerations:
Following CDC guidelines

Work Location: One location