One stop solution to your remote job hunt!

By signing up you get access to highly customizable remote jobs newsletter, An app which helps you in your job hunt by providing you all the necessary tools.

OR
Subscribe to our highly customizable newsletter to get remote jobs from top remote job boards delivered to your inbox.
Aviron over 2 years ago
canadacanadacustomer servicecustomer service
Apply Now

Company Background:

Aviron, the experience-driven connected rowing machine built on an advanced gaming platform, has more than doubled top-line revenue every quarter for the last four quarters. The company was recently featured in US Weekly, PCMag, and Forbes called the rower “A phenomenal, intense rowing workout.” Aviron's focus on utilizing gaming psychology to drive motivation, consistency, and fun for their users, positions them well-ahead of the gaming fitness trend and as the future of fitness entertainment. Aviron is backed by Y-Combinator (Dropbox, AirBnB, DoorDash), Global Founders Capital (Facebook, Slack, LinkedIn), and the co-founder of Oculus. Today, the Company is based in Toronto, Ontario but offers the ability for its employees to work remotely.

 

Position Overview:

Aviron is looking to add a talented and customer focused person to our team in the role of Customer Experience Specialist (CXS).  In this role, you will communicate through multiple channels including live chat, phone and by email.  The CXS will serve as the point person for all customers' inquiries.

You are perfect for this role if you enjoy working with customers and possess exceptional customer service and organization skills. You also love to e deep into a new product to learn it inside and out and are highly adaptable, dynamic, and are eager to take on the different challenges and tasks that come with working for an energetic start-up.

Our availability to our customers is 9am-9pm, 7 days a week, you must be available to work all possible shifts.  Our current shifts are 9am-5:30pm and 12pm-9pm ET (subject to change at anytime).  Our schedules are set in advance and you will have 2 days off in a row each week.

 

Job Summary

  • Listen, Understand and Respond to incoming customer product, order and delivery inquiries and resolve complaints via telephone, live chat, email and social media in a warm and helpful manner.
  • Maintain a solid understanding of all company products, channels and company policies/terms.
  • Process orders, cancellations, refunds, or exchanges and reach out to customers and verify account information when needed.
  • Submit shipping claims when deliveries do not go as planned.
  • Schedule shipments.
  • Record and modify customer information within the database.
  • Suggest solutions when a product malfunctions, missing parts, functions and usages, how to operate or assemble.
  • Complete any ad hoc project as assigned and other duties as requested.

Qualifications

  • 1+ Year of experience in a customer service or equivalent role
  • Exceptional verbal and written skills in English
  • Ability to type quickly and accurately in a live chat
  • Logic mind set to resolve customers' issues
  • Experience with CRM systems 
  • Experience with Netsuite an asset
  • College diploma or University degree preferred

 

Aviron Values

  • Be Entrepreneurial – We are self starters, who take initiative and are continuously learning.
  • Value the People - We are relentless about customer happiness and value our team just as highly.
  • Work Hard & Innovate with Impact - We like to move fast and accomplish more than what is expected.
  • Love to win – We are competitive and strive to be the best, but we have fun while we're at it!
  • Spend Smart - If we have to spend a million dollars we will spend it, but if we can save $1 dollar we will save it.
  • Be Egoless - Work and ideas are recognized on merit and logic. It's not about ‘my way' it's about the ‘best way' for the company.
  • Be Chill- We don't take ourselves too seriously and neither should you. A sense of humor is not required but appreciated.

 

A couple more things

Our customers love us because we are friendly, passionate, and always willing to go the extra mile. They are continuously impressed (even surprised) at the high-quality physical product and software experience we provide. We are very proud of the product and market we've carved out as a team/company that was until very recently mostly boot-strapped. We are looking for someone to match (and elevate!) our passion and hard work to the next level during this very exciting time for our company.

Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.S., and Asia.