Protecht is reinventing refunds, striving to make every experience refundable. Our strength lies in our proprietary Software-as-a-Service (SaaS) embedded refund protection platform, allowing us to aggregate significant distribution while providing a top-tier digital purchasing experience for event organizers, booking platforms, ticketing systems, and end consumers. Our e-commerce solution is embedded in millions of carts monthly and backed by AM-best-rated insurers.
Position Overview:The Consumer Experience Representative is responsible for being the end-consumer's primary point of contact, providing excellent service, and resolving any issues or concerns they may have. You are friendly, empathetic, and consumer-focused. Your priority is to ensure consumer satisfaction and enhance the overall consumer experience.Responsibilities:To succeed in this job, an individual must be able to satisfactorily perform the following duties; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Serve as the first point of contact for consumers via various communication channels, including but not limited to phone and email.
- Respond promptly and courteously to consumer inquiries, concerns, and complaints, striving to provide the best possible resolution.
- Identify consumer needs, clarify information, and provide appropriate solutions and/or alternatives.
- Process refunds efficiently and accurately, ensuring proper adherence to company policies.
- Escalate complex or unresolved consumer issues to the Manager, Consumer Experience, or the appropriate department(s) for further investigation and best possible resolution.
- Follow up with consumers to ensure their concerns have been addressed and that everything possible has been done to achieve satisfaction.
- Maintain accurate consumer records by updating account information and documenting interactions in Zendesk.
- Deliver appropriate and effective communication to consumers and team members.
- Track and monitor trends with consumer interactions to identify and resolve potential issues.
- Collaborate with departments, such as revenue, product, and the refund advocate team, to expedite consumer requests and deliver exceptional service.
- Stay updated on company policies, procedures, and product offerings to provide accurate and up-to-date information to consumers.
- Share ideas based on experience to improve end-consumer flow and internal processes.
Qualifications:
- High school diploma or equivalent; further education or certification in consumer experience is a plus.
- 3+ years of proven consumer service experience.
- Excellent verbal and written communication skills with a professional and friendly demeanor. Bilingual is a plus.
- Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form—the ability to handle irate or difficult customers with patience and empathy.
- Proficient computer skills, experience working with Google Apps, facility with macros, proficient with typing. Zendesk knowledge is a plus.
- An insurance license is a plus, ideally Property and Casualty.
- We are a “remote-first” company, but we can make reasonable accommodations to enable individuals with disabilities to perform the essential functions. However, this may not be the proper role for you if you want to work in an office setting.
- This is a remote position. Travel to Protecht Hubs in Phoenix, San Francisco, Denver, Los Angeles, and Austin may be required as necessary. Travel is mandatory for twice a year for multiday, company-wide meetings.
