We are looking for an enthusiastic and dedicated Customer Experience Specialist to enhance and enable an exceptional customer experience for QuietKat. In this role, you will be responsible for serving customers through troubleshooting, managing customer inquiries, and ensuring client satisfaction.

This position reports to the Sr. Manager of Customer Service and is based our office in Rantoul, IL.

As the Customer Experience Specialist, you will have an opportunity to:

Facilitate world class customer experience

Interact with customers via phone, chat & email

Troubleshoot service inquiries

Keen understanding of the product and industry

Create cases in NetSuite for our Customer Support team to resolve and communicate with customers 

Provide feedback to engineering and product development teams 

Ensure customer cases are resolved in a timely manner (24 hours)

Track and process customer inquiries in HubSpot

Process customer replacement parts within NetSuite 

Enter and manage sales order process for Direct-to-Consumer for parts/warranty.

Cross-departmental collaboration

Other duties as assigned

You have:

One or more years of customer service experience required

Ability to communicate effectively verbally and in writing

Positive “can do” attitude

Must possess a passion for service and sales

Keen understanding of the product and industry

Demonstrate and present all relevant product information 

Bike tech experience a plus, but not required. 

Proficiency in MS Office Suite is required. 

Experience working in NetSuite is preferred. 

Experience working in Shopify is preferred.

Experience working in HubSpot is preferred. 

Highly organized and capable of multitasking and prioritizing with a positive attitude and high energy

Comfortable with inbound and outbound communication over the phone and in person

Has a strong sense of urgency about solving problems and completing tasks

Able to work in a fast-paced environment with minimal supervision and have the flexibility to work outside normal hours to meet deadlines when necessary

Pay Range:

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled