Customer Experience Associate I (Fullerton, CA)

About the Role

As a key member of the customer experience team, you will be working closely with other departments to resolve customer complaints and improve overall customer satisfaction. Your duties will include maintaining accurate records of customer interactions, routing complex issues to the appropriate departments, and collaborating with the team to achieve departmental performance metrics.

What You Will Do

• Respond to customer inquiries via multiple channels, ensuring prompt and professional service.
• Maintain accurate and up-to-date documentation of customer interactions and issues.
• Route complex customer concerns to the appropriate internal teams for resolution.
• Handle order inquiries and report vendor-related issues following company standards.
• Meet or exceed departmental performance metrics, including productivity, quality, and customer satisfaction scores.
• Collaborate with the customer experience team to share knowledge and best practices.
• Participate in training sessions to enhance skills and knowledge of products and services.
• Provide feedback to improve processes and customer experience.
• Adhere to company policies and procedures, ensuring compliance and consistency.
• Perform other duties as assigned by the supervisor or management.

What We Are Looking For

• A minimum of 1 year of experience in customer service, preferably in a similar industry.
• Strong communication and interpersonal skills, with the ability to communicate effectively with customers and internal teams.
• Excellent problem-solving and analytical skills to resolve customer complaints efficiently.
• Proficiency in Microsoft Excel and other office software.
• Experience with customer relationship management (CRM) software or similar tools.
• Ability to work in a fast-paced environment and meet performance metrics.
• Strong attention to detail and organizational skills.
• Ability to adapt to feedback and coaching.
• Regular and predictable attendance.

Nice to Have

• Experience with Adjust or similar analytics tools.
• Knowledge of customer service metrics and benchmarks.
• Certification in customer service or a related field.
• Bilingual or multilingual skills.

Benefits and Perks

• Competitive hourly rate.
• Potential monthly bonus based on performance.
• Medical, dental, and vision insurance with 100% employer paid premiums.
• 401(k) with employer match.
• Paid time off (PTO) and volunteer days.
• Employee product discount.
• Annual bonus plan.
• Training and tools to be successful in your role.
• Access to wellness apps.
• Referral bonus for successful candidate referrals.
• Opportunity to grow within the company.

• Ensure your resume highlights customer service experience, especially in handling multiple customer inquiries via different channels.
• Familiarize yourself with Avocado's products and mission to demonstrate your interest and knowledge during the interview.
• Practice scenarios that showcase your problem-solving skills, such as resolving a difficult customer complaint.
• Be prepared to discuss your experience with tools like Excel and Adjust, and how you've used them to improve customer service metrics.
• Show enthusiasm for working in a fast-paced environment and your ability to adapt to feedback and coaching.
• Prepare questions to ask during the interview, such as opportunities for growth within the company or the typical career path for a Customer Experience Associate.
• Make sure to follow up with a thank-you note or email after the interview to express your gratitude for the opportunity and reiterate your interest in the position.