Customer Experience Representative

Job Responsibilities

• Serve as a primary point of contact for customers across phone, email, live chat, SMS, social media direct messages, web forms, and other supported channels.
• Own customer inquiries from initial contact through resolution, providing clear communication, timely follow‑up, accurate documentation, and seamless internal handoffs.
• Troubleshoot and resolve order, payment, delivery, return, refund, engraving, promotion, account, and product‑related concerns efficiently and accurately.
• Assist customers with Life Sharp and Warranty‑related questions, status concerns, and service issues, coordinating with the teams that complete the physical services when additional support is required.
• Provide confident product guidance and personalized recommendations based on customer needs, use cases, and preferences.
• Conduct proactive outbound outreach in support of customer retention, relationship‑building, service recovery, sales campaigns, and other business priorities.
• Identify appropriate revenue opportunities during inbound and outbound interactions, accurately attribute resulting revenue, and balance commercial outcomes with a premium customer experience.
• Process orders, returns, credits, claims, and other approved transactions in compliance with established SOPs, policies, and authorization limits.
• Use Zendesk, Shopify, Microsoft applications, and other customer or business systems to maintain complete and accurate customer, ticket, and transaction records.
• Represent the Benchmade brand voice with confidence, empathy, emotional intelligence, and strong product fluency across every interaction.
• Apply sound judgment when interpreting policies, resolving exceptions, escalating risk, and determining the appropriate path to resolution.
• Identify recurring customer pain points, process gaps, and improvement opportunities, and share actionable feedback with CX leadership.
• Actively contribute to a positive, accountable team culture through collaboration, knowledge sharing, peer support, and reliable execution.
• Participate in product launches, training sessions, calibration activities, and team initiatives to maintain current knowledge and adapt to changing business needs.
• Cross‑train in additional Customer Experience functions and provide support for retail, events, or other business needs as assigned.
• Meet or exceed KPIs, including CSAT, IQS, AHT, AUR, and Customer EDGE commitments.

• High School Diploma or GED required; 1–2 years of customer service experience, preferably supporting a premium consumer brand.
• Experience working in a high‑volume, omnichannel customer service environment preferred.
• Working knowledge of Zendesk, Shopify, Microsoft Office, or comparable customer service and business platforms preferred.
• Excellent verbal and written communication skills, with the ability to adapt tone, channel, and level of detail based on customer needs.
• Demonstrated accountability and ownership in managing customer cases, commitments, tasks, and follow‑up.
• Strong emotional intelligence and the ability to interpret customer tone, intent, urgency, and unstated needs.
• Ability to provide product recommendations and discuss sales opportunities in a natural, customer‑centered manner.
• Strong attention to detail and ability to document interactions, process transactions, and maintain accurate records.
• Proven ability to collaborate effectively across teams and navigate internal dependencies to reach resolution.
• Sound judgment and the ability to apply policies consistently while recognizing when escalation or an exception review is appropriate.
• Growth mindset with openness to feedback, coaching, performance measurement, and continuous learning.
• Ability to multitask, prioritize effectively, and adapt to changing customer volume, channel demand, and business priorities.

7:30 a.m. – 4:00 p.m., Monday‑Friday. Occasional overtime may be required; advance notice will be provided when possible.

Working Environment:
Office Position in a manufacturing facility. Physical Demands:
Lifting up to 25 lbs.; sitting and talking on the phone for extended periods of time; data entry for extended periods of time. Travel Requirements: N/A.