At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As a Customer Experience Specialist III, you take great ownership in the heavy lifting and deliver quality execution. You are the pro that end-users of our products can rely on to answer all things YETI. You raise your team up, always jumping in to help no matter what the task. You thrive working in the grey and welcome the opportunity to take on new projects without a lot of framework. You know service excellence like the back of your hand and are able to handle most escalated situations. You are at the top of the pack for metrics on a consistent basis.

Position Type (See Workplace Approach Below): Hybrid

Responsibilities:

• Handle a variety of customer inquiries with high ownership, including but not limited to:
  • Deliver an exceptional experience every time to every YETI consumer who reaches out to us – phone, email, chat, Amazon customer care, and social media
  • Promptly respond to customer inquiries & connect with customers in a warm, friendly, and upbeat manner
  • Guide customers to the best resources to resolve any issues
  • Explain product features and attributes
  • Educate customers on best practices to maximize use of YETI products
  • Troubleshoot product performance issues with customers to minimize returns of first-quality products
  • Assist with product registration, warranty claims, and returns
  • Assist customers with the appropriate product selection for their needs & warranty return process when required
  • Explain inventory availability
  • Continually improve the content and scope of the available resources for customer needs including the website, printed materials and boiler-plate responses
• Execute complex assignments on limited direction
• Identify areas of improvement and bring solutions to the table
• Operate a high level of productivity, leading the way in the team's KPIs
• Resolve complex or unusual requests or problems that require a customized solution and response
• Represent the YETI brand on a public format
• Patiently listen to callers, read email communication and messages thoroughly to understand the purpose of the contact
• In a polite, professional and articulate manner, provide customers with helpful information to resolve their issue
• Provide thorough and timely follow up to customers when issues cannot be solved during the initial contact: phone, email, chat, and social media
• Collaborate with cross functional teams for various projects and insight from the customer's perspective

Qualifications and Attributes:

• Associates, Technical, college work preferred
• High School degree required
• At least 4 years of customer service experience
• Prior experience in a call-center environment
• Retail experience preferred
• Proven experience working in a fast-paced high-volume environment
• Adaptable to a dynamic work environment
• Proficient with basic computer skills – Excel, Word, web browsers
• Basic understanding of accounting principles
• Proficient at multitasking between phone calls, emails, chat, and social media
• Experience with understanding customer data and trends is a plus
• Weekend availability required (Saturday and Sunday)
• Schedule: Wednesday to Sunday 8am - 5pm CT and/or Thursday to Sunday 7am-6pm CT

US Workplace Approach:

• Onsite: Role requires you to be onsite full-time.
• Hybrid: Role requires you to be located in Austin, Texas and is a mixture of onsite and remote.
• Remote: Role is full-time remote.

Approach may vary based on role.

YETI is proud to be an Equal Opportunity Employer.

#LI-CB1 #LI-Hybrid