WHAT WE DO MATTERS:
Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.
ABOUT THE ROLE AND OUR TEAM:
The Knot Worldwide is looking for a personable and service-oriented candidate to join our ever-growing team.
Our Consumer Experience Team is dedicated to working with our couples and users all across the country ensuring they have the best experience with The Knot and WeddingWire’s websites, marketplaces, and planning tools. We work closely to ensure couples are able to use our products, have access to what they need to plan their weddings, and have the ability to connect with local wedding professionals so they have an overall great customer experience.
The Consumer Experience Representative is responsible for providing superior customer service, market insights, and basic tech-support to our couples! You will manage client questions via phone, email, social channels and live chat. Strong communication and problem-solving skills are a must.
You will partner with other Consumer Experience team members to help our consumers have the best experience using our brand, as well as maintaining their wedding website, registry and other planning features on any one of our brands, including TheKnot.com, WeddingWire.com, TheKnot Invitations or TheBump.com. Strong communication, attention to detail, and quick problem-solving skills are a must.
RESPONSIBILITIES:
- Accurately, efficiently and professionally answer all incoming phone calls, emails and/or live chats
- Have an understanding of the significance of providing great customer service and adhere to high standards at all times
- Maintain a high productivity level, after training, to best serve our customers in a timely fashion
- Experience selling to existing customers and ability to identify upsell opportunities, pitch products and close sales, is a huge plus
- Communicate thoroughly with customers, tech teams and other team members
- Problem-solve technical questions and issues that customers may have and work cross-departmentally to resolve them
- Assist customers with a pleasant and helpful demeanor
- Continually learn new products and stay up to date with product releases to more accurately assist clients that customers use
SUCCESSFUL CONSUMER EXPERIENCE REPRESENTATIVES HAVE:
- Thrives in a fast-paced work environment
- Ability to multi-task and excellent time management skills
- Excellent verbal and written communication skills, including excellent grammar
- Accurately type and respond to a consumer on the phone at the same time
- Customer Service experience preferably in an online retailer or advertising industry position
- Comfortable handling challenging situations, keeping calm
- Must be able to work independently, but also collaborate across teams
- Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly.
- College degree preferred
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
The Knot Worldwide offers a unique employee experience and we are deeply proud of our award-winning culture. We offer a full benefits package including options for medical, dental and vision insurance and a 401k with company match. From flexible vacation and generous parental leave benefits to promoting wellness and giving back to our community, we believe in happiness above all else—in and out of the office.
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The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
If you are a resident of California, by submitting your application, you acknowledge that you’ve read the California Privacy Notice.
WHAT WE DO MATTERS:
Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.
ABOUT THE ROLE AND OUR TEAM:
The Knot Worldwide is looking for a personable and service-oriented candidate to join our ever-growing team.
Our Consumer Experience Team is dedicated to working with our couples and users all across the country ensuring they have the best experience with The Knot and WeddingWire’s websites, marketplaces, and planning tools. We work closely to ensure couples are able to use our products, have access to what they need to plan their weddings, and have the ability to connect with local wedding professionals so they have an overall great customer experience.
The Consumer Experience Representative is responsible for providing superior customer service, market insights, and basic tech-support to our couples! You will manage client questions via phone, email, social channels and live chat. Strong communication and problem-solving skills are a must.
You will partner with other Consumer Experience team members to help our consumers have the best experience using our brand, as well as maintaining their wedding website, registry and other planning features on any one of our brands, including TheKnot.com, WeddingWire.com, TheKnot Invitations or TheBump.com. Strong communication, attention to detail, and quick problem-solving skills are a must.
RESPONSIBILITIES:
- Accurately, efficiently and professionally answer all incoming phone calls, emails and/or live chats
- Have an understanding of the significance of providing great customer service and adhere to high standards at all times
- Maintain a high productivity level, after training, to best serve our customers in a timely fashion
- Experience selling to existing customers and ability to identify upsell opportunities, pitch products and close sales, is a huge plus
- Communicate thoroughly with customers, tech teams and other team members
- Problem-solve technical questions and issues that customers may have and work cross-departmentally to resolve them
- Assist customers with a pleasant and helpful demeanor
- Continually learn new products and stay up to date with product releases to more accurately assist clients that customers us
SUCCESSFUL CONSUMER EXPERIENCE REPRESENTATIVES HAVE:
- Thrives in a fast-paced work environment
- Ability to multi-task and excellent time management skills
- Excellent verbal and written communication skills, including excellent grammar
- Accurately type and respond to a consumer on the phone at the same time
- Customer Service experience preferably in an online retailer or advertising industry position
- Comfortable handling challenging situations, keeping calm
- Must be able to work independently, but also collaborate across teams
- Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly.
- College degree preferred
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
The Knot Worldwide offers a unique employee experience and we are deeply proud of our award-winning culture. We offer a full benefits package including options for medical, dental and vision insurance and a 401k with company match. From flexible vacation and generous parental leave benefits to promoting wellness and giving back to our community, we believe in happiness above all else—in and out of the office.
----
The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
If you are a resident of California, by submitting your application, you acknowledge that you’ve read the California Privacy Notice.
CUSTOMER EXPERIENCE MEXICO
¿Has nacido para ayudar a las personas? ¿Eres una persona alegre y dinámica con excelentes habilidades interpersonales y de comunicación? La empatía e iniciativa son tus puntos fuertes, ¿siempre quieres ofrecer una atención al cliente de primer nivel? ¿Mantener la calma y resolver problemas es un don natural para ti? ¿Buscas un ambiente joven, multicultural, motivador y en crecimiento? ¡Fantástico! Estamos buscando a alguien tan motivado, apasionado y talentoso como tú.
En Bodas.com.mx buscamos un/a nuevo/a compañero/a para nuestro equipo de Operaciones en Ciudad de México.
Para nosotros, el departamento de Atención al Cliente juega un papel clave en nuestro negocio. El candidato ideal debe tener experiencia ventas telefónicas o atención al cliente (teléfono y correo electrónico), un marcado sentido crítico, además de capacidad para gestionar diferentes prioridades al mismo tiempo y ser una persona proactiva.
¿En qué consistirá tu trabajo?
- Contactar con una bolsa de empresas para ofrecerles la posibilidad de aparecer en el portal de Bodas.com.Mx
- Dar una asistencia personalizada de calidad
- Soporte telefónico y por correo electrónico a los clientes del portal Bodas.com.Mx
- Completar la información en el CRM
- Coordinación con otros departamentos y áreas de la empresa para la resolución y gestión de problemas relacionados con el cliente.
¿Qué buscamos en ti?
- Lengua materna: español
- Excelente dominio del idioma español (escrito y hablado)
- Experiencia en atención al cliente o ventas telefónicas (al menos 2 años); excelentes habilidades de comunicación
- Conocimiento de Internet y del paquete Office
- Organización, orientación a resultados y a los detalles, sólida ética de trabajo
- La curiosidad, la perspicacia y la precisión son cualidades que valoramos especialmente junto con la flexibilidad y la adaptabilidad
- Somos un gran equipo y buscamos personas que puedan aportar energía, positividad y motivación a nuestro equipo
¿Qué podemos ofrecerte?
- Posición estable
- Salario fijo + comisiones
- Eventos de negocios y team building ... Work hard, play hard!
- Teléfono celular y ordenador portátil
- Formación y crecimiento profesional
- Multinacional líder en el sector, ambiente joven y multicultural
¿Cómo es nuestro equipo?
Somos un equipo joven, creativo y absolutamente apasionado. Este es el secreto de nuestro éxito: trabajamos duro, aprendemos cada día y sobre todo amamos nuestro trabajo. Nuestro entusiasmo es contagioso y se transmite a nuestros futuros novios, a las empresas y a todos los protagonistas que participan con nosotros en esta increíble aventura.
¿Quiénes somos?
Bodas.com.mx es el portal líder a escala global en el mercado virtual del sector nupcial.
Formamos parte del grupo multinacional The Knot WorldWide, creado para ayudar a los futuros novios a organizar el día más importante de sus vidas. Gracias a nuestra presencia internacional, hemos creado la comunidad nupcial y el mercado de bodas virtuales más grande del mundo. Somos un equipo global de más de 1.700 personas y trabajamos en 16 países y 3 continentes. #WhatWeDoMatters
WHAT WE DO MATTERS:
Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.
ABOUT THE ROLE AND OUR TEAM:
A Manager, Consumer Experience (CX) is responsible for overseeing the day-to-day functions of the Consumer Experience team who are responsible for providing general support to our consumers, customers, couples and guests, by phone, chat, social and/or email. As a Manager of this team, you will work closely with each team member and other Managers to ensure the team is on track in terms of performance management, career development, KPI compliance, assist in training for new product rollouts, and assure the highest level of consumer satisfaction is achieved.
We are open to this role being based in our Omaha, NE or Portland, OR office locations.
RESPONSIBILITIES:
- Retain, develop and motivate a diverse group of CX Representatives
- Thoroughly understanding and applying our CX processes in a variety of scenarios, which will include having a deep immersion with our users - understanding their needs, concerns and feedback. Then using this information to determine best practices, communication and support tactics.
- Ensure the team meets its goals and objectives (KPIs) through effective hiring, performance management, coaching and career development
- Assure CX Reps, Design Specialists, Support Specialists, etc., are maintaining their productivity goals individually and as a team
- Actively addressing team questions and concerns
- Review and respond to complex issues and questions
- Work one-on-one with CX Reps to observe and coach phone calls, emails and live chat communication to evaluate customer interactions and collaborate on best practices
- Assist department Leadership in setting goals for the team and weigh in on compensation plans
- Be an active member of the CX Leadership Team, participating in goal planning, sharing best practices and productivity tips; always showing a positive, mentoring style of leadership
- Work with the team to identify opportunities for optimization and growth
- Conduct, attend and contribute to weekly team, management, and other applicable meetings
- Summarize, collect and analyze contact center trends and data to determine focus area for improvement and positive trends to celebrate
- Management of ongoing tasks, which may include timecard approvals, adjustments, vacation requests, scheduling, and process improvements
SUCCESSFUL MANAGER, CONSUMER EXPERIENCE CANDIDATES HAVE:
- Ability to provide feedback and coach in a constructive and positive manner
- 5+ years of strong customer service with an exceptional track record of performance
- Previous experience in the wedding industry a plus
- Phenomenal interpersonal and communication skills, with the distinct ability to work with all levels of an organization, internally and externally
- Excellent computer skills (Word, Excel, Gmail, Google Docs) and the ability to learn new systems quickly
- Experience with Zendesk a plus
- Knowledge of print, publishing or paper, a plus!
- Familiarity with graphic design programs, such as InDesign, Adobe, Photoshop, Illustrator, a plus!
- Experience in an active eCommerce CX team that monitors sales goals, a plus!
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
The Knot Worldwide offers a unique employee experience and we are deeply proud of our award-winning culture. We offer a full benefits package including options for medical, dental and vision insurance and a 401k with company match. From flexible vacation and generous parental leave benefits to promoting wellness and giving back to our community, we believe in happiness above all else—in and out of the office.
--
The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
If you are a resident of California, by submitting your application, you acknowledge that you’ve read the California Privacy Notice.