Customer Experience Specialist

, CA, United States

**Customer Experience Specialist**

at Ember Westlake Village, California **Job Summary**

We are seeking a Customer Experience Specialist to provide exceptional service and support to customers once they have purchased their Ember product(s). Your primary focus will be to assist customers in product set up, provide solutions to their questions, and deliver thorough follow up to ensure that each customer is fully satisfied. The Customer Experience Specialist will provide their product expertise to aid the customers in understanding how to use the technology and care for the product and accessories. **Responsibilities**

* Utilize strong communication skills to engage in all aspects of customer communications

* Improve customer relations experience, create engaged customers, and facilitate organic growth

* Take ownership of customers issues and follow problems through to resolution

* Develop, track and report key customer relations performance measurements

* Provide feedback/suggestions to continuously improve the Ember support site

* Help build support content that customers will use for self-help

* Optimize customer response-times across all channels (email, chat, social, phone, etc.)

* Manage inbound sales opportunities for small-batch retail deals

* Attend trade shows or other events representing Ember when appropriate

* Participate in retail store product demos and store representative trainings

* Occasional travel for customer meetings or trade shows may be required

* Contribute to building a brand and strong company culture

* Perform other job-related duties as required

**Requirements**

* Excellent time management skills

* Ability to make decisions quickly

* Maintain superior customer service while troubleshooting

* Excellent written and verbal communication skills

* Ability to make customers feel comfortable as you work to find solutions

* Strong problem-solving skills

* Flexibility to work on evenings and weekends

Ember is a design-led temperature control brand and technology platform, whose mission is to revolutionize the way people eat, drink and live. Founded by inventor and serial entrepreneur Clay Alexander, Ember creates, designs and develops temperature control products that offer people complete customization.

Named one of TIME magazines Best Inventions, the award-winning temperature control Ember Travel Mug and Ember Mug are the most advanced coffee mugs on the market, allowing individuals to set and maintain their preferred drinking temperature for hot beverages.

Embers temperature control smart mugs are available in over 10,000 retail doors in 27 countries worldwide, including top retailers such as Best Buy, Apple, Williams Sonoma, Bloomingdales and Target.

Up next, Ember is applying our innovative temperature control technology to new categories including healthcare and infant care.

To learn more visit and connect with us on , and .

*What you need know*

* Competitive salary

* Stock options

* Comprehensive health benefits (medical, vision, dental, etc)

* 401(k) retirement plans

* Flexible PTO policy

* Paid volunteer days

* Opportunity to work on a variety of exciting projects

*What you really want to know*

* Lots of coffee.

* Cool swag + your very own Ember mug!

* Catered lunches through EAT Club

* Fully stocked fridge & pantry with all the snacks your heart desires

* Daily ping pong tournaments

* Potential celebrity sightings

* Guaranteed puppy sightings

* Team happy hours

* Spontaneous team outings!

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Embers Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

* Autism

* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

* Blind or low vision

* Cancer

* Cardiovascular or heart disease

* Celiac disease

* Cerebral palsy

* Deaf or hard of hearing

* Depression or anxiety

* Diabetes

* Epilepsy

* Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome

* Intellectual disability

* Missing limbs or partially missing limbs

* Nervous system condition for example, migraine headaches, Parkinsons disease, or Multiple sclerosis (MS)

* Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status 1Section 503 of the Rehabilitation Act of 1973, as amended. For more information abou

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