Consumer Experience Representative
WHAT WE DO MATTERS:
Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.
ABOUT THE CONSUMER EXPERIENCE REPRESENTATIVE ROLE AND OUR TEAM:
Are you obsessed with amazing customer service? Are you goal-oriented, self-driven and thrilled by the pursuit of making sure details are all in place? If yes, read on! The Knot Worldwide is looking to add Consumer Experience Reps to our growing department in Omaha, NE. You will partner with other Consumer Experience team members to help our consumers have the best experience using our brand, as well as maintaining their wedding website, registry and other planning features on any one of our brands, including TheKnot.com, WeddingWire.com, TheKnot Invitations or TheBump.com. Strong communication, attention to detail, and quick problem-solving skills are a must.
RESPONSIBILITIES:
- Accurately, efficiently and professionally answer all incoming phone calls, emails and/or live chats
- Have an understanding of the significance of providing great customer service and adhere to high standards at all times
- Maintain a high productivity level, after training, to best serve our customers in a timely fashion
- Experience selling to existing customers and ability to identify upsell opportunities, pitch products and close sales, is a huge plus
- Communicate thoroughly with customers, tech teams and other team members
- Problem-solve technical questions and issues that customers may have and work cross-departmentally to resolve them
- Assist customers with a pleasant and helpful demeanor
- Continually learn new products and stay up to date with product releases to more accurately assist clients that customers us
SKILLS & EXPERIENCE:
- Thrives in a fast-paced work environment
- Ability to multi-task and excellent time management skills
- Excellent verbal and written communication skills, including excellent grammar
- Accurately type and respond to a consumer on the phone at the same time
- Customer Service experience preferably in an online retailer or advertising industry position
- Comfortable handling challenging situations, keeping calm
- Must be able to work independently, but also collaborate across teams
- Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly.
HOURS OF OPERATION:
Tuesday-Saturday (schedule to be finalized during interview process).
Our Consumers are planning their life events all day, every day. They also reach out to us all day, every day. We aim to be available when the customer needs us the most. Currently, most of our team works a Monday through Friday schedule, however, we do have a couple of weekend shifts currently being worked. We anticipate that in the future we may have more flexibility in our scheduling that could include early days, later evenings and/or weekend hours. Upon hire, this Consumer Experience Rep will have a confirmed schedule for training and the current quarter.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
#LI-NW1
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.
TKWW’s approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our “new normal”, TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.