3 Customer Experience (CX) Coordinator Jobs in Boulder, CO
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Hoplark is Hiring a Remote Customer Experience (CX) Coordinator
We are Hoplark. We are obsessed with delivering amazing flavor experiences using unique and simple ingredients for hop lovers and beyond. Our customers are passionate, loyal, and really, really awesome. This makes innovation and experience at the core of our mission. We are seeking forward-thinking individuals who are excited about Hoplark and growing with a rapidly expanding company in the natural food and beverage industry. Our product is unique, unexpected and BOLD - just like the people we hope feel inspired to join our flock.
AT HOPLARK, WE SEEK CULTURE ADD, NOT CULTURE FIT. WE ARE EXCITED FOR NEW BIRDS TO JOIN OUR FLOCK THAT FEEL ALIGNMENT WITH OUR CULTURAL ATTRIBUTES.
- Humility: We are an inclusive and collaborative team.
- Respect & Kindness: We have a lot going on, but we are in this together, for the long run.
- Adaptability: Business at Hoplark is fast paced, intense, and ever changing. Being able to quickly adapt and take on challenges head-on as a self starter is a key attribute for personal growth within and for the company.
- Ownership: Everyone matters. Your contributions, expertise, and impact are valued.
- Passion for Our Product: Go try us out! We are online and available across the country. Tell us what you think, we'd love to hear about your favorite flavor!
- Curiosity: You bring ideas to the table above and beyond your daily job.
- Growth-Oriented Mindset: Always moving toward your and our possibilities. We want you to innovate and grow in responsibility as you grow with the company!
- Optimism: We shoot for some lofty goals and have fun doing it.
- Willingness To Be Unconventional: We have a flock of very experienced professionals but we like to approach typical old challenges with fresh solutions.
Hoplark is seeking a Customer Experience (CX) Coordinator to run the interpersonal communications with our beloved Hoplark customers – a very important role! The candidate profile we would love to see has exceptional copy-writing skills, strong verbal communication skills, is extremely detail oriented, able is able work effectively cross-functionally within the organization.
The Customer Experience (CX) Coordinator will report to the Sr. Manager of Customer Experience. This role is based in Colorado with a hybrid work approach (onsite presence 2 days/week).
ROLE DESCRIPTION EXPECTATIONS
Initial Priorities
- Email, chat, and telephone customer service communication
- Assume the voice of Hoplark in your correspondence with customers – playful, curious, intentional
- Follow-through on next steps needed to support our customers, including logistics tasks such as:
- Process returns and mis-ships
- Curbside pickup/communication with shipping team
- UPS claims for lost shipments and damages
- Processing discounts in Shopify
- Customer service applications & software management
- Set up of all limited release subscriptions in Recharge App for Employees, Investors, and Consultants and manage all build updates for bi-monthly limited release program
- Ownership of Gorgias application administration including programming automation in chat responses, integration with phone system, Help Desk material development and owning the relationship with the Gorgias representative for ongoing improvements
- Communicate with Web Developers on glitches with ReCharge, Shopify, UPS, Gorgias and ShipStation
- Responsible for some Klaviyo (Email Marketing Platform) tasks such as pulling together email lists, resending emails to customers, etc
- Administering customer support with Loyalty Lion (Rewards app)
- Monitoring Okendo Reviews
Core Responsibilities
- Email, chat, and telephone customer service communication
- Follow-through on next steps needed to support our customers, including logistics
- Copywriting in the brand tone of voice in many touchpoints with Hoplark Customers and Employees
- Software & application management
- Customer Service reporting
Future Initiatives
- Copywriting in the brand tone of voice in many touchpoints with Hoplark customers and team members:
- Email/SMS marketing copywriter
- One-on-one communications with customers
- Company newsletter
- Responds to reviews
- Ad hoc brand copywriting/editing needs
- Support customer service reporting
- Reporting out on how we are tracking vs goals
- Specific tools to report on are Shopify, Enquire, Wufoo, ReCharge, Okendo, Loyalty Lion
New projects will be evaluated based on workload, project maturity (ability to move into a mainstream process) and strategic need. Goals will be set annually and quarterly based on the project needs and outcomes of those projects.
QUALIFICATIONS
- 2 years of professional experience
- Strong communication and interpersonal skills
- Exceptional copywriting skills
- Customer service and team oriented
- Tech-savvy, strong computer skills
- You have extraordinary organizational skills; You have the ability to manage multiple projects at once, and prioritize based on impact and effort
- Agile with an ability to thrive in a fasting-changing, high growth environment
- Team player with a strong work ethic and self-starting attitude
- Ability to demonstrate reliability and work in a fast-paced setting
HOW WE SUPPORT OUR FLOCK
- 100% paid Medical Insurance for employee; dependent care coverage available (spouse, child(ren), domestic partner)
- Dental and Vision Insurance options for employees and dependents
- Medical FSA, Dependent Care FSA, Commuter FSA, and HSA (with employer contribution) options
- Unlimited Personal Time Off (PTO)
- Cell phone reimbursement
- 10 Company Holidays
- Life and STD & LTD Insurance
- Every Hoplarker gets a free Limited Release Explorer case every month!
Equal Pay for Equal Work Act
Pursuant to the Colorado Equal Pay for Equal Work Act, C.R.S. § 8-5-101 et seq., the compensation range for this role is $50,000 - $60,000 with a bonus potential of 5%. Compensation will be determined based on experience, skills, and geographic location.
Equal Opportunity Employer
Hoplark provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Hoplark embraces fair chance hiring practices and considers qualified applicants impacted by the criminal justice system. All applicants will be required to participate in reference checks.
Information For Recruiters
Hoplark only accepts resumes directly from candidates. Hoplark does not accept unsolicited resumes from staffing vendors, including recruitment agencies and/or search firms, and does not pay fees to any such vendors for any unsolicited resumes.
Job Summary
Full Time
Consumer Goods
$68k-89k (estimate)
05/04/2023
05/03/2024
hoplark.com
Boulder, CO
25 - 50
Consumer Goods
Related Companies
The following is the career advancement route for Customer Experience (CX) Coordinator positions, which can be used as a reference in future career path planning. As a Customer Experience (CX) Coordinator, it can be promoted into senior positions as a Customer Experience Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience (CX) Coordinator. You can explore the career advancement for a Customer Experience (CX) Coordinator below and select your interested title to get hiring information.
If you are interested in becoming a Customer Experience Coordinator, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Coordinator for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
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They highlight friction points that need to be addressed or present results of customer feedback.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
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Ability to understand and analyze data, helps them track trends and customer actions.
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Step 3: View the best colleges and universities for Customer Experience Coordinator.
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