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Customer Experience Specialist (Multiple Openings)

Department: Customer Experience
Location: Missoula, MT, United States

ABOUT onX

onX is a pioneer in digital outdoor navigation. With offices in Missoula and Bozeman, Montana, we are inspired by the landscapes that surround us. We bring our outdoor passion to work every day with a singular goal–to awaken the adventurer in everyone. We do this by developing industry-leading technology, and by crafting dynamic outdoor experiences. 

Through multiple years of growth, we haven’t lost our entrepreneurial ethos at onX. We offer a fast-paced, tech-forward environment where ownership and accountability are essential.

WE ARE LOOKING FOR

onX is seeking multiple full-time, Fixed-Term Customer Experience Specialists with a passion for helping all customers to find their way and place in the outdoors. The Customer Experience team provides personalized support that meets the needs of each person, whether they are planning their first trip or an adventure of a lifetime. This role will serve as a guide to onX customers, sharing our love of wild places through uncomplicated and informative support experiences that build confidence.

As an onX Customer Experience Specialist, you will be responsible for providing best-in-class support to onX customers through multiple channels, including phone, email, SMS, and live chat. Your written and verbal communication skills are advanced. You are tech-savvy and your ability to educate and interact with people from all walks of life with varying technical abilities is exceptional. You will be resourceful in uncovering customer-facing issues and identifying creative solutions, all while leveraging the technologies at your disposal. You will be joining a fun and dedicated team focused on supporting each other and constantly growing product knowledge and expertise. This is a great opportunity to be a part of a dynamic startup focused on making an impact on the business, and a growing Customer Experience team. This position will report to a Customer Experience Manager.

ASSIGNMENT DETAILS

  • Duration: These fixed-term/seasonal positions are expected to start in July 2021 and approximately conclude at the end of December 2021. 
  • Pay Rate: $17.50/hour
  • Assignment Completion Bonus: Upon completion of your assignment, you are eligible for an assignment completion bonus at the end of your contract. 

LOCATION

Missoula, MT required. Our Customer Experience team is presently working remotely, but phasing back to working onsite from our Missoula office this summer. 

RESPONSIBILITIES

(Essential Job Duties)

  • Serve as the main point of contact for onX customers via phone, email, SMS, or live chat        

  • Achieve expertise in the onX product suite quickly in order to efficiently advise customers regarding the product's proper use and best practices 

  • Solve complex customer issues by using the toolset provided 

  • Play a vital role in product development by documenting and sharing end-user suggestions and issues 

  • Maintain a high satisfaction rating while always acting in the customer's best interest 

  • Advocate for comprehensive solutions to customer-facing problems 

  • Upsell our product when beneficial to the customer; incentive pay eligible

  • Potential to represent onX at community events and industry trade shows

  • Off-site product testing 

  • Other duties as assigned

REQUIRED QUALIFICATIONS

  • One (1) to three (3) years experience in a customer service or related position 
  • Ability to maintain a flexible schedule during hunting seasons, including scheduled coverage on Saturday or Sunday 
  • Exceptional interpersonal skills; ability to be the customer’s advocate 
  • Experience working in a fast-paced environment 
  • Ability to problem-solve and think on your feet
  • onX product knowledge

PREFERRED QUALIFICATIONS

  • Bachelor’s Degree preferred 
  • Call center experience 
  • Passion for the outdoors 
  • Experience working with customer service software 
  • Organized, detail-oriented, and a multi-tasker 
  • Motivated and positive attitude

PHYSICAL WORKING CONDITIONS

The following physical requirements represent those that are required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Sitting - [90%]
  • Standing - [0%]
  • Walking - [10%]
  • Bending - [Occasionally]
  • Kneeling - [Some]
  • Lifting - [Up to 25 pounds]
  • Reaching - [Regularly]
  • Telephone Use - [Yes]
  • Computer Use/Manual Dexterity - Yes
  • Ability to travel - Travel not anticipated at this time

WHAT WE ARE OFFERING YOU

  • Competitive salary 
  • Comprehensive medical
  • PTO accrual for (vacation, holidays or sick time)
  • 401k matching at 100% the first 3% you save and 50% from 3-5%
  • Retention bonus for successful completion of the assignment

onX COMPANY VALUES

Our principles guide the decisions making of our company.  They define the culture at onX, what we have learned through experience and are the code by which we operate. They are fundamental, enduring and actionable–a benchmark by which we measure the team behavior and performance. 

We put the customer first.

We are passionate.

We win as a team.

We take ownership

We work with urgency.

We are curious and seek the truth.

We innovate & take risks.

 

Positions open until filled

onX is an Equal Opportunity Employer

Equal Pay for Equal Work

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