Customer Service Rep

Position Summary:

At Timbuk2, our customers are the core of everything we do, and we’re committed to providing them with top-notch customer service. As Timbuk2’s Customer Service Representative, you will serve on the customer frontline. You are responsible for all direct phone, SMS, and email communication with the customer. You will also handle sensitive customer interactions, propose creative solutions to business issues, and establish rapport with our Timbuk2 customers. You secretly love a difficult customer and “see obstacles as opportunities” (don’t worry, drinking the Kool-Aid is optional.) You’re charged with shaping and protecting the Timbuk2 customer experience.

Becoming part of Timbuk2’s close-knit, hard-working customer service team, you’ll engage in regular inter-departmental communication to wrong the rights and make the rights even righter. Have a love for dogs and/or willingness to hang out with them in the office.

Are you passionate about helping others and actively offering solutions/ideas that will delight our customers? Have a can do attitude! If so, we want to hear from you!

Responsibilities and Essential Functions:

• Serves as a liaison between our customers and cross functional partners to advocate and solve for various custom inquiries.
• Provides exceptional phone, email, chat, and SMS support to our customers: going beyond just answering questions such as order status, product questions, TImbuk2 policies, repair status and edits to orders.
• Ensures that customer inquiries are answered fully and resolved promptly (under 24 hours or less within business hours) in an accurate, polished and professional manner that exceeds customer expectations.
• Commits to fully understanding the customer’s needs and requests with genuine concern.  
• When appropriate, escalates more complex issues after independently trying to resolve concerns.
• Advises customers on TImbuk2 policies and processes to enhance their experience with the brand.
• Adheres to service, performance and operational standards established for Customer Service (KPIs). Engage in continuous learning/training sessions.
• Embraces and thrives in a dynamic and fast paced environment.
• Ability to make product suggestions to customers when prompted.
• Schedule flexibility and the ability to work weekends.

Qualifications, Skills and Education

Required qualifications:

• High school diploma or equivalent required
• 1+ year experience in customer service
• Ability to lift and carry 15 pounds 

Preferred qualifications:

• Bachelor’s Degree
• Proficiency in most CRM tools, Microsoft Great Plains, Google Docs
• Hospitality or Retail industry background
• Experience working in a call center
• 30 + wpm
• Social Media experience a plus

Perks and Benefits

We hope that you’re excited by the possibilities that come along with working at Exemplis! With us, TEAM comes first.  We bring integrity, passion, and excellence to work each day.  Being part of our team means living our core values and thriving in an environment of constant innovation and positive change. 
In addition to our unique culture, we also offer these fun perks and benefits.

• Competitive Salary: Our salary formula is a national benchmark that adjusts to your cost of living, job duties, years of experience, skill set, and education. 
• Hybrid Work Schedule: We support employee needs and their work/life balance so we offer the flexibility to work remotely while being onsite as needed for “collaboration days.” 
• Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date. 
• 401(k): We match 100% up to 3% and then 50% of the next 2% deferred. 
• Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
• Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.
• Computer: All of the IT equipment you will need for your home or onsite workspace will be provided.
• Employee Discounts across all of our product lines.
• Hit our Numbers Lunch: When we hit out monthly milestones, we all celebrate! 
• Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family. 

About Us:

It all started in a small warehouse in California with just three employees, a fax machine and a bell that rang out every time a chair came down the conveyor belt. Over 25 years later, Exemplis continues to lead, innovate and disrupt an array of industries through its growing family of brands — including SitOnIt Seating, Timbuk2, X-Chair, Mavix, Edloe Finch, and Albany Park.
From sustainable manufacturing to outreach programs and more, we strive to make a positive impact on everyone we serve. We make sure our people (and their communities) are at the core of our organization. To make a difference, we must be a champion of diversity, inclusion, service and social justice — above all else. 
Are you ready to be a part of something special? We have headquarters, offices and retail stores across the U.S. (plus a variety of flexible work opportunities). Learn more and apply today.
Exemplis is an Equal Opportunity Employer and our company adheres to the equal employment opportunity guidelines set forth by federal, state, and local laws. Read our full statement on our careers page.