Customer Service Representative (aka Experience Maker)

Company Description

Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.

Let’s make.

Overview

We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

Our Member Care teams’ primary goal is to delight through each and every member contact. We strive for excellence in serving our members. We love what we do – and are nice while we do it! As an Experience Maker, you will be the voice of Cricut, representing the brand as you deliver World Class service to our AMAZING members across the country through various communication channels such as real-time calls, emails, live chat, and social media. The Ideal candidate is a curious and critical thinker, who demonstrates empathy in communication and is committed to providing a unique, customer centric approach to resolving issues.  

If hired, training is required Monday-Friday for 3 weeks (8:00AM – 4:00PM MTN). This is a Full-Time position with normal working hours of Mon-Sat 7AM-6PM MTN. 

Pay starts at $16 per hour with benefits effective your first day of employment. Please note that schedule flexibility is required and expected, shifts may include nights and weekends, based on volume we may require future work on the holidays.   

A day in the life…  

• Assist our members by offering creative solutions to each unique customer situation   
• Provide excellent service to inbound customer inquiries regarding Cricut® products, hardware, software and services  
• Provide basic to intermediate level of technical support to customer inquiries   
• Effectively communicate and simplify technical terms for members while trouble shooting products of a creative, technical or mechanical nature  
• Ensure “world class” service principles and guidelines are utilized with each and every member interaction. These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc.   
• Responsible for increasing knowledge and understanding of Cricut®’s products, software and services by utilizing the tools and resources provided   
• Engage members by offering additional product and services OR additional support for hardware and software technical issues, including drivers, antiviruses, etc. to further enhance the customer experience   
• Demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled customer service  
• Document and escalate to internal and external teams as required to support complex support issues/requests  
• Reply to service tickets promptly and in accordance with established guidelines  
• Accurately maintain associated data, files and records regarding technical support incidents  
• Manage individual work to exceptional member satisfaction levels and ensure an FCR rate at 90% or higher  
• Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance, professionalism, etc.  
• Demonstrate proficiency with all Cricut® products through on the job training  
• Remain engaged with members through proper tone of voice demonstrating a sincere interest in helping members to understand how to use our products and services to meet their individual needs 
• Experience Makers will be required to serve our members in multiple ways:
  • Voice
  • Video
  • Live chat and other written channels

Qualifications

This position will not be available for long. We are only accepting a limited number of applicants. Please read the following information and apply immediately if you are interested.  

You own this if you have…