Customer Service Representative (Aka Experience Maker)

Job Description
OurMember Care teams’ primary goalistodelightthrougheachand everymembercontact. Westrive for excellencein serving our members. We love what we do – and are nice while we do it!As anExperience Maker, you will be the voice ofCricut,representing the brand as youdeliverWorld Class serviceto ourAMAZINGmembersacross the countrythroughvarious communication channelssuch asreal-time calls, emails, live chat, andsocial media. The Ideal candidate isa curious and critical thinker, who demonstrates empathy in communication and is committed to providing a unique, customercentricapproach to resolving issues.
If hired, training is required Monday-Friday for 3 weeks (8:
00AM– 4:
00PM MTN). This is a Full-Time positionwith normalworkinghoursofMon-Sat7AM-6PM MTN.
Pay starts at $16per hourwithbenefits effective your first day of employment.Please note thatschedule flexibility is required and expected,shifts may include nights and weekends, based on volume we may require future work on the holidays.
A day in the life…
Assist our members by offering creative solutions to each unique customer situation
Provide excellentservice to inbound customer inquiries regardingCricut® products, hardware, software and services
Providebasic to intermediate level of technical support to customer inquiries
Effectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical nature
Ensure “world class” service principles and guidelines are utilized witheach and everymember interaction. These include but are not limitedto,appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc.
Responsible for increasing knowledge and understanding ofCricut®’s products, software and services by utilizing the tools and resources provided
Engage members by offeringadditionalproduct and servicesORadditionalsupport for hardware and software technical issues, including drivers, antiviruses, etc.To further enhance the customer experience
Demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled customer service
Document and escalate to internal and external teams as required to support complex support issues/requests
Reply to service tickets promptly and in accordance with established guidelines
Accurately maintain associated data, files and records regarding technical support incidents
Manage individual work to exceptional member satisfaction levels and ensure an FCR rate at 90% or higher
Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.
Demonstrate proficiency with allCricut®products through on the job training
Remain engaged with members through proper tone of voice demonstrating a sincere interest in helping members to understand how to use our products and services to meet their individual needs
Experience Makerswill be required to serve our members in multiple ways:
Voice
Video
Live chat and other written channels