Address As a Customer Service (we call it Happiness Delivery!) Recovery specialist at On, your mission is to recover and resolve negative Customer Service experiences and regain customer loyalty. You will help mitigate and respond to customer satisfaction (CSAT) ratings and incidents while assisting with internal workflows to improve the overall service experience. You will be a champion to strengthen our retention and continuously enhance our customer experience from beginning to end. You will have a hyper focus on our NPS detractors who had a negative experience and will turn them from a detractor to a promoter.
Your Mission
- You are responsible for live escalated cases, calls and chats when customers are asking for a supervisor or a higher level, more experienced team member.
- You will jump in at any moment to assist a Happiness Delivery Representative or take over an escalated customer interaction.
- You will be laser-focused on our NPS detractors and turn their negative interaction into a WOW moment.
- You will handle escalations trickled down from the senior leadership and executive leadership teams.
- You will work closely with our Service Recovery tool in Stella Connect.
Your Story
- You have 2-4+ years of escalated Customer Service experience
- You anticipate and deeply understand the needs of customer expectations
- You exercise strong problem-solving and analytical skills
- You feel empowered to turn negative transactions into positive experiences
- You have a sense of urgency to execute recovery in a timely, professional manner
- You have endless patience, composure, empathy and a positive attitude to deliver the WOW
Meet The Team
Our Customer Service Team (we call it Happiness Delivery) is growing and with this comes an exciting opportunity to join us as a Quality Assurance Lead for our Americas Direct-to-Consumer (DTC) business. Within this role, you'll be an integral part of our commitment to delivering premium Customer Service for our On Fans. As a Quality Assurance Lead, you'll work primarily behind the scenes to help ensure our quality output is keeping with set company standards. You'll play a critical role in ensuring the fairness, accuracy, consistency, and quality of our internal policies, processes, and procedures within DTC. Your expertise will help maintain data integrity, enhance Customer Service standards, and provide valuable insights for improvement, directly impacting the growth and success of our Happiness Delivery Team in North America.
What We Offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.
