As a Customer Experience Representative for CropX, you will play a central role in ensuring the success and satisfaction of our customers using our precision sensor devices and data on farms and vineyards. This role will focus mainly on our West Coast customers, working closely with CropX sales and field operation teams. Your primary duties will be in two areas: (1) direct support of our customers, and (2) logistical coordination of our West Coast field technician's day-to-day operations in the field. CropX is an innovative agriculture technology company enabling significant savings in resources and improved yields. The company offers a user-friendly, cloud-based, precision farming system involving connected hardware devices and software, integrating measurements of evapotranspiration, soil moisture, weather, crop imaging, and other sources of information. Responsibilities:
- Support our customers in the farming sector via phone, email and chat. Build rapport and respond to incoming queries or issues and outbound communication in a professional, compassionate manner.
- Provide remote coordination and dispatch for our field agents visiting orchards and vineyards for installations and repairs to help ensure timely and satisfactory field service. Seek to maintain and improve our metrics for overall timeliness and quality of field service.
- Establish regular and proactive communication with customers both during and outside their crop management season. Touchpoints include onboarding, in-season support, and subscription renewals.
- Collaborate with the sales team to ensure seamless and proactive account management and identification of growth opportunities.
- Assist with order and returns processing, providing invoices and up-to-date balances.
- Coach customers on how to leverage the CropX platform for the best use on their farming operation, whether in one-on-one calls or webinars.
- Find creative and resourceful solutions and think outside the box when faced with new issues.
- Advocate for customer needs to help drive product and service improvements, ensuring that our business is developing with our customers as a top priority.
- Develop and maintain comprehensive knowledge of the CropX product suite.
Requirements
- Agricultural or viticultural background strongly preferred.
- Excellent written and verbal communication skills.
- Minimum 1-2 years' experience in a customer service setting.
- Proficiency in Microsoft Office programs (specifically Outlook, Excel and Word). Experience with CRMs is a plus.
- Ability to work in a team environment with remote members, building trust quickly because you are authentic, direct, and have strong empathy for customers.
- Excel in a fast-paced and changing environment. Ability to prioritize and manage a variety of tasks which can be different every day.
- Self-starter with demonstrated initiative and commitment to high-quality work.