Customer Experience Specialist

Job Type : Full-time (On-site)

Schedule : Monday – Friday, 9:00am – 6:00pm

Compensation : $50k/year base | Annual Bonus | Equity Incentives | 401(k) Match

About Nickson

Nickson is a Texas born venture-backed startup that is transforming the way people live in apartments. We offer a full-home setup based on a user’s online style quiz—delivering and installing a customized, turn-key living solution. We’re passionate, driven, and love the adventure of scaling a bold new category. Backed by Series B funding, we're growing fast and looking for top talent to grow with us.

About The Role

We’re looking for a highly skilled Customer Experience Specialist to join our team, managing inbound and outbound phone calls, email requests, and interaction with a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues that come up with our customer-first business mentality. He or she is also experienced with sales, as the opportunity to promote company products and services may arise. The most successful specialist has the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner.

This is a key role serving as the voice and face of our company and will be integral to reinforcing our reputation for providing exceptional customer experience. This role is all about bringing the best of Nickson forward and ensuring our users have the best possible experience in all cases.

Key Responsibilities

• Manage a large volume of inbound and outbound calls, emails, and chats.
• Identify and address customer needs with a goal of complete satisfaction.
• Follow-up on inbound customer leads with knowledge and efficiency to drive order completion.
• Provide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customers.
• Follow company communications guidelines and procedures under minimal supervision.
• Recommend improvements to processes for improved company efficiency.
• Work cross-functionally across teams and departments to ensure a smooth product delivery.

What You Can Do

• Build expert and dynamic knowledge of company products and services.
• Research information using available resources to satisfy customer inquiries.
• Build rapport with customers by engaging them in an inviting, friendly, and professional manner, to deliver exceptional experiences and nurture lasting relationships.
• Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties.
• Meet team targets by recommending and explaining benefits of additional company services and seizing opportunities to sell products and services whenever possible.
• Maintain daily log and document issues and resolutions in an electronic database for sales and executive management teams to review.

What You Bring

• 2+ years of experience in customer service and sales related role.
• Bachelor's degree from an accredited four-year college or university.
• High energy, motivation, and personal accountability
• Strong written and oral communication skills
• Experience with HubSpot Service Hub, a plus.

Who You Are

• An action-oriented, results driven team player.
• Excellent written and oral communicator.
• A critical thinking ‘people person’ who enjoys working in a fast-paced environment.
• Detail-oriented with the ability to prioritize and efficiently complete multiple tasks.
• Very organized with the ability to hit the ground running but knows when to ask for help.

Our Values

• Honesty and Integrity above all
• Great results start with great plans
• Always be learning
• Details are everything
• Focus on results
• Act like an owner