Road ID Brands Customer Experence Agent COVINGTON, KY · Full time Company website

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Do Work That Matters. Join a Team on a Mission. At ROAD iD, we believe your time spent at work should mean something. That’s why we’ve spent the last 25+ years building products that save lives, fuel adventure, and bring peace of mind. Whether you’re crossing the finish line, hiking off-grid, or walking your dog, we help ensure you’re never alone in an emergency. Everything we do is guided by a deep commitment to our Core Values and the people we serve. To date, we’ve donated over $2.5 million to incredible causes — and we’re just getting started. If you want to be part of a passionate, purpose-fueled team making a real difference in the world, we’d love to hear from you. ROADiD is an equal opportunity employer. We are committed to a respectful work environment where all team members can thrive. Every team member at ROADiD is empowered to be the best version of themselves.

As a member of ROAD iD’s amazing Customer Service Team, you will have the opportunity to deliver memorable, effortless, and remarkable customer experiences. The schedule is 9 a.m. to 5 p.m. This is not your run-of-the-mill call center role. No reading from scripts here. This is because we empower you to be you while we remove all obstacles for you to provide a rock solid customer experience. Let’s face it, you’re patient, empathetic and pretty funny to boot. That’s why we are excited to receive your resume.

Responsibilities

• Deliver service so blindingly awesome that our customers can’t help but share it.
• Provide accurate, valid and complete resolutions for customers.
• Create sustainable relationships and trust with customers using interactive communication through email, phone, chat, and social media communications.
• Fill the role as 'watchdog' by reporting any issues, friction or inconsistencies in the customer journey.
• Collaborate with other teams to improve efficiencies internally and externally

Requirements

• At least 1 year of customer support experience, ideally in an eCommerce, call center, or retail setting, developing sustainable relationships through phone, email, chat, and social media.
• Technically proficient in website navigation.
• Friendly and professional phone etiquette skills, with strong written and verbal communication.
• Enthusiastic, and self-motivated to make a positive impact in our customer’s lives.
• Proven ability to effectively prioritize work and multitask.
• Creative problem-solving, time-management, and strategic thinking abilities.
• Positive approach to collaboration, with a reliable team focus. 
• Experience with Gorgias Customer Service software - or related tools - helpful

Benefits

• Unique opportunity to make a real difference. At ROAD iD, we don’t make and sell widgets. Instead, we take pride in providing a product that literally saves lives.
• Competitive Health Care Plan (3 Medical plan options available, along with Dental & Vision)
• Life Insurance (Basic, Accident, and AD&D)
• Competitive PTO based on years of service
• Short Term & Long Term Disability
• Competitive 401K program with company match and vesting by first work anniversary
• Annual Wellness/Fitness reimbursements of up to $400 each calendar year towards your physical, mental or financial wellbeing
• $200 team member purchase allowance 
• $50 charitable donation to your favorite charity or  to offset the adoption fees of a shelter pet.
• Professional Development Opportunities, including tuition discounts through UC Online
•  9 paid holidays per year 
• Team member discount programs through My Path Perks Discount Marketplace, VIU, and WesBanco
• A fun and rewarding work culture of collaboration, and flexibility (including reduced Summer Hours) for work/life balance

Who We Are

We exist to Save Lives, Provide Peace of Mind, and Fuel Adventure. We do this by improving the outcome of accidents and emergencies. Our products include elegantly simple, Wearable ID & Technology that connects you to friends and family when it matters most.

We Believe

• We don’t make widgets. We make a difference. We receive genuine testimonials nearly every day from our customers that keep us motivated towards our Dream: To see the day when wearing ID is as common as strapping on a seatbelt.
• We are a great company - made this way by great people.
• We are a great company because we try hard to be a great company
• It’s important to provide a fun, casual, team-oriented, fast-paced environment.
• Every member of the team is provided the opportunity to make real and significant contributions. In fact, you might say that we expect it.
• “Word of mouth” has always been, and will always be, the most important marketing lever. To that end, it is imperative that we deliver a Product, Service, and Journey so blindingly awesome that our customers can’t help but share it.
• Customers don’t want to do business with businesses. Rather, they want to do business with people. So, at every touchpoint, we try to talk and behave like real people.
• In keeping things “elegantly simple.”
• In moving fast and embracing mistakes.
• In giving a percentage of EVERY order to charity. Our current charity partner is 4 Paws for Ability - a very cool non-profit that provides service dogs to children and veterans in need. It’s not about the money. Yes, we have to care about the lines (specifically the bottom one) mostly because our staff likes to get paid...and rent is due on the 1st. But, at ROAD iD, we put our purpose first. More specifically, we’re laser focused on Saving Lives, Providing Peace of Mind, and Fueling Adventure.  Our philosophy is this: If we fervently and ethically pursue our purpose, put our customers first, and put forth our best effort, then the bottom line will take care of itself. Furthermore, we commit to being good corporate citizens by financially supporting non-profits that we believe in. But, we DON’T simply make donations with extra profits that are laying around at the end of the year. Instead, we put that commitment first. Donations come out of revenue, not profit. 

ROADiD Brands is an equal opportunity employer.We are fully committed to a fair, and respectful work environment where everyone can thrive. Every team member is seen at ROADiD, and empowered to be the best versions of themselves. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.