Job Details
**Customer Experience Lead (Spokane)**
**WOOF! Customer Experience Lead needed for award-winning pet
services platform
Pay Rate: $17-22.00 per hour (DOE)
Location: Spokane (remote currently, onsite Post-COVID)
Employment Type: Direct Hire**
*Availability note: In order to be considered for this role, you must be able to work one or both weekend days, holidays, and be comfortable with a flexible schedule.*
**Puppers. Mr. Kitten Face. The Honourable Lord Puffington. #DogsOfInstagram.** Humans are crazy about our pets, and for good reason--they're family. Our client believes everyone should be able to experience the unconditional love of pets. It's partly what's made them the world's largest platform connecting pet sitters and dog walkers with pet parents worldwide. They've built a global team committed to tossing office politics out the window and replacing it with growth, health, joy, Taco Tuesdays, and puppies. And now you have an opportunity to join their growing team right in the heart of Spokane!
As **Customer Experience Lead** on the Customer Service Management Team, you treat customers as part of our community, because we are all passionate about the same thing. You will be mentoring, coaching and advising a team of BPO Customer Service agents. Youll also tactically embed in that team to answer questions and resolve escalated issues that require in depth product knowledge.
**What you'll do:**
* Be an unwavering customer advocate with a commitment to offering World Class Customer Service
* Delegating and directly answering customer requests, questions and complaints in a timely manner
* Working with the Customer Service Management Team in managing tickets and team member performance in customer service queues to monitor and improve agent efficiency and policy consistency
* Communicating emerging trends in customer needs and expectations to Customer Service Management Team
* Working with the Customer Service Management Team to create or revise customer service policies and protocols based upon customer and agent feedback
* Handle escalated customer contacts and confidently escalates concerns to your leader when appropriate
* Researching and following up on account or service problems to identify and solve the root causes
* Periodically managing special tasks or projects assigned by managers or other executives in the company
* Working directly with the Learning and Development to provide training and departmental onboarding to new and current employees that may need new skill development or refresher training
* Completing the monthly quality assurance evaluations
* Assisting in the categorization and collection of metrics so as to produce meaningful reports and capture trends that contribute to overall company analytics
**What you should have:**
* 5+ years of Customer Service experience, or equivalent education or certification
* Internal candidates may substitute in-company experience in lieu of previous experience requirement
* Strong verbal and written communication skills
* Bachelors Degree or equal experience, preferred
* Experience with Confluence, Zendesk, TalkDesk, and/or Jira
* Startup experience is a plus!
If that wasn't enough to catch your interest, we saved the best for last!
**Our client offers incredible benefits and perks such as:**
* Medical/dental/vision insurance that kicks in the first of the next month following start date
* 401k + company match
* Stock options
* Parental leave for all new parents
* Paid time off (PTO) and paid holidays
* Generous stipend to adopt, rescue or purchase a cat or dog
* Work-from-home stipend (during COVID)
* Wellness benefits
* Subsidy towards home office setup
**And when COVID is behind us.**
* Company-sponsored events such as happy hours, ski trips, art classes, wine tastings
Parker Staffing offers all levels of Administrative, Customer Service, Call Center, Sales, and Human Resources job opportunities in the Seattle and Bellevue metro area and other large cities throughout the Nation. Parker Staffing has served as the staffing agency of choice for thousands for over four decades. Visit our employment opportunities page at to review our full offering of temp, temp-to-hire, and direct hire job openings!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
**Type:** Direct-Hire
**Category:** Customer Service
**Reference ID:** 20002
**Start Date:** 03/07/2022
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