Customer Experience Coordinator
PATH is on a mission to make the future sustainable as the go-to bottled water that helps everyone break the addiction to single-use plastic bottled water. We’re growing this revolution everyday, as global consumer demands skyrocket for sustainable and reusable choices in bottled water packaging.
The Role
The Customer Experience Coordinator will be an integral member of a highly cross-functional team at PATH. They will be a key component in resolving day-to-day customer service issues, working directly with our outsourced vendor partners, and assisting on projects building important feedback loops communicated to the broader organization.
This is a full-time hybrid role reporting to the office in Los Angeles or Fremont, CA.
PATH offers competitive benefits for all full-time team members such as:
- Medical, Dental, and Vision Coverage
- 401(k) Retirement Program with 6% Employer Match
- Health & Wellness Stipend
- Communications Stipend
- Flexible Time Off Policy
Responsibilities:
- Manage all incoming communication from customers, including answering, responding to, and following up on inbound customer phone calls.
- Escalate reoccurring issues to the appropriate internal departments, assisting in their resolution and documentation in CX reports.
- Tackle day-to-day escalations with our outsourced vendor customer service partner, collaborating cross-functionally on a solution as needed.
- Collaborate regularly with our outsourced customer service vendor to ensure positive outcomes for our customer base and adherence to their KPIs.
- Document processes by creating SOPs based on emerging procedures and ensuring older processes are up-to-date with cross-functional needs.
- Focus on continuous improvement and revenue growth opportunities within CX through ideating on a variety of complex and engaging projects centered around customer experience enhancements.
- Gain expertise on products, product launches, and frequently asked questions around new or proposed product categories.
- Assist in developing, evaluating and reporting on key performance metrics to senior leadership.
Qualifications:
- Experience in a high-volume customer service or support environment.
- Strong empathy for customers and a passion for providing the best outcomes for both the business and our customers.
- Ability to work effectively with multiple stakeholders of different levels across an organization.
- Analytical and able to work with large datasets to identify drivers, proactive remedies, and suggest improvements to business processes based off of your analysis.
- Has experience in a customer-facing role and developing customer communications.
Bonus Points If You Have:
- Experience working with eCommerce and CRM platforms is preferred, but not required.
- Experience working in the consumer products industry.
We are proud to be an Equal Opportunity/Affirmative Action Employer. PATH does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Applicants and employees are protected from discrimination under Federal law. For more information, please see EEO is the Law.
Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. While the range above is for the expectations as laid out in the job description, the final offer amount will depend on the factors listed above.