Customer Experience Specialist

Customer Experience Specialist - Hybrid (Greater St. Louis area)

Position Summary

DHF is actively seeking a Customer Experience Specialist to join our Consumer Relations Team in order to broaden our online presence, utilize online reviews to gain insight into the wants and needs of our consumers, and wrangle our product expertise into an easily digestible, online, self-service format.  Seeking a creative spirit able to present technical information in a digestible, approachable, friendly yet professional, non-boiler plate format.

Essential Job Functions

• Respond to consumer submitted product questions and reviews via Amazon, Bazaarvoice, and other online channels
• Determine, research, and produce appropriate and necessary Q&A and product content for Division Help Centers
• Pull and present repair parts data, along with reviews/photos/comments to identify product issues and actionable steps to improve
• Develop best means of sharing information within the organization to keep Product Development, Engineering, and Quality Control updated on consumer feedback
• Grow a positive online relationship with our Customers and Consumers

Other Responsibilities

• Work with Marketing to create additional video/image content for Company websites
• Work with Marketing, Product Development, and Sales to ensure items are correctly represented on retailer websites
• Work with Engineering and QC to investigate and identify key complaints on high ticket volume items so appropriate changes can be requested.
• Research and provide feedback on items as requested by the division
• Additional projects and tasks as requested

Qualifications

• Education Requirements
  • College degree in related field preferred, but not required
• Prior Experience
  • Customer Service
  • Writing/Publishing/Customer Journey Mapping/Social Media Content
• Hard Skills
  • Microsoft Office Suite (VLOOKUP’s/pivot tables/PowerPoint)
  • Google Docs
  • Microsoft Teams
  • Zendesk
• Soft Skills
  • Excellent verbal and written communication
  • Good use of grammar, sentence structure, flow and tone to accurately represent the company voice
  • Ability to create strong relationships with people from various divisions and departments across the company that promote positive growth and change

About this Job

• Position could be remote or hybrid working in Wright City, MO (few days a week going to the office)
• Competitive benefits including Medical, Dental, Vision, 10 paid holidays and vacation
• Parental leave benefits up to 12 weeks
• Reporting to the Director of Call Center Operations
• This position would not manage anyone