Customer Experience Specialist

We are a customer-focused provider of audio solutions. We exceed users' expectations with well thought out design, integration, and service. Our purpose-built products meet our customers where they are at, enhancing their moment with a powerful experience through music.

JOB TITLE

Customer Experience Specialist

Location: Tempe, AZ

Job Summary:

We are seeking a proactive, detail-oriented Customer Experience Specialist to join the Customer Experience team at Rockford Fosgate. This individual contributor role is responsible for assisting customers, dealers, and sales representatives with customer service inquiries, warranty requests, order questions, shipping concerns, and product-related support using established procedures and communication standards.

The Customer Experience Specialist is focused on accurate ticket handling, timely follow-up, professional customer communication, and proper documentation. This role works closely with the Customer Experience Supervisor and internal departments to resolve assigned customer needs, escalate complex issues appropriately, and support a consistent customer-first experience.

Key Responsibilities:

• Handle inbound customer, dealer, and sales representative inquiries across phone, email, live chat, Zendesk, and other approved support channels.

• Assist customers and dealers with warranty claims, order status, order entry questions, shipping concerns, tracking issues, product information, and general customer service requests.

• Process assigned warranty, order, and customer service requests accurately and in accordance with established department procedures.

• Monitor assigned customer cases and follow through to resolution or escalation using proper documentation and follow-up practices.

• Follow approved escalation procedures when customer concerns, warranty questions, order issues, or product concerns require additional review.

• Maintain accurate records of customer interactions, ticket updates, warranty details, order information, follow-ups, and internal notes in the appropriate systems.

• Communicate clearly and professionally with customers, dealers, sales representatives, and internal departments while maintaining a helpful and customer-first approach.

• Partner with the Customer Experience Supervisor, Tech Support, Quality Assurance, Shipping, Sales, Finance, and other internal teams as directed to help resolve assigned customer issues.

• Follow established policies, procedures, SOPs, checklists, warranty requirements, and customer communication standards.

• Document recurring customer concerns, product feedback, dealer issues, or process challenges and communicate those observations to the Customer Experience Supervisor.

• Meet department expectations for response time, follow-up, documentation quality, accuracy, professionalism, and customer experience standards.

• Support team initiatives, process updates, training activities, and service improvements as assigned.

• Stay current on product offerings, warranty policies, system updates, and department procedures to provide accurate support.

Qualifications:

• 2-4 years of customer service, customer experience, dealer support, technical support, order processing, or related experience preferred.

• Experience in a technical, product-based, audio, electronics, automotive, powersports, marine, or manufacturing environment is helpful.

• Experience with warranty claims, order processing, customer follow-up, dealer accounts, shipping questions, or ticket documentation preferred.

• Excellent verbal and written communication skills with the ability to explain information clearly and professionally.

• Strong problem-solving skills with the ability to follow procedures, ask appropriate questions, and escalate issues when needed.

• Strong attention to detail and accuracy when handling customer records, orders, warranty claims, tracking information, and ticket notes.

• Ability to manage multiple customer issues, prioritize assigned work, and follow through on open items in a fast-paced environment.

• Ability to maintain professionalism and composure when assisting customers or dealers with concerns.

• Proficiency with customer experience software, CRM tools, ticketing systems, and the ability to quickly learn systems such as Zendesk and Oracle.

• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.

• Customer-first mindset with a focus on helpful communication, accurate information, and timely follow-up.

Preferred Qualifications:

• Experience in audio, electronics, automotive aftermarket, powersports, marine, or similar industries.

• Knowledge of warranty policies, customer service workflows, order fulfillment, dealer support, product troubleshooting intake, or shipping processes.

• Familiarity with Zendesk, Oracle, dealer dashboards, CRM platforms, or order management systems.

• Experience working with cross-functional teams to resolve customer or dealer issues.

Education:

• High school diploma or equivalent required.

• Associate's or Bachelor's degree in business, communications, or a related field is a plus.

About Rockford & Benefits

Rockford Fosgate is an equal opportunity employer located in Tempe, Arizona. Join us and thrive in a dynamic office environment where your contributions truly make a difference. Enjoy the benefits of flexibility, competitive pay, affordable healthcare, a 401k match, and a pathway for growth.

Interested and qualified applicants are encouraged to send their resume and cover letter to [email protected]. Visit www.rockfordfosgate.com to learn more about us.

Job Type: Full-time

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 2 years (Required)
• Order Processing: 2 years (Preferred)

Work Location: In person