This position is local hire, fully in-office five days a week.We are now accepting candidates to join our world-class Member Care Representative team located in South Jordan, Utah. We are primarily a call center with the potential for email and chat as appropriate. We are immediately hiring.Work Schedule: In-office; Monday - Friday.Shift Schedules: We are hiring for 2 shifts as dictated by business need:8 hours, Monday - Friday between the hours of 7am - 3:30pm
or 8 hours, Monday - Friday between the hours of 10am- 6:30pm(Based on volume we may require future work on the weekends and holidays with appropriate notice and compensation (where applicable).)Training Schedule: Required training is onsite daily, Monday - Friday 8am – 5pm for up to four weeks before being assigned a regular schedule.Role Description:A Member Care Representative is responsible for providing a basic to intermediate level of technical and care support for customer inquiries about Cricut® products, software and services. Each representative is expected to ensure “world class” service principles and guidelines are utilized on every contact. These include but are not limited to, appropriate greetings, hold protocols, accuracy of information delivered, appropriate customer and product verification, etc. Cricut® prides ourselves for exceptional service to our members. Our representatives ensure excellence in EVERY customer interaction. Representatives are expected to continually increase their knowledge and understanding of Cricut®’s products, software and services by utilizing the tools and resources provided to answer member questions. Representatives provide support for hardware and software technical issues, including drivers, antiviruses, etc. The ideal candidate possesses a basic understanding of troubleshooting Windows, Mac, iOS and Android operating systems. Representatives demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled courtesy. Representatives assist our members by offering creative solutions to each unique customer situation. ⠀Core Duties:Provide service to Cricut® inbound customer inquiries regarding Cricut® products, hardware, software and services (primarily voice with potential for email and chat)Document and escalate to internal and external teams as required to support complex support issues/requestsReply to service tickets promptly and in accordance with established guidelinesAccurately maintain associated data, files and records regarding technical support incidentsManage individual work to provide exceptional member satisfactionAchieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.Engage members by offering education on additional products or services to further enhance the customer experienceProvide how to information and knowledge to members using our crafting products Demonstrate proficiency with all Cricut® products through on the job trainingEffectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical natureRemain engaged with members through proper tone of voice demonstrating a sincere interest in helping members to understand how to use our products and services to meet their individual needs
