Customer Experience Rep

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 44 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 227 million freight posts in 2021, and a database of $136 billion of annual global shipment market transaction data. DAT is headquartered in Denver, CO. We have a second campus in the Portland, OR area, where we got our start four decades ago, and we have additional offices in Springfield, MO and Bangalore, India. For additional information, see www.DAT.com/company

The Opportunity

DAT is looking for a Customer Experience Rep to join our award winning Customer Support team in Beaverton, OR. 

We’re looking for a customer experience representative who will deliver outstanding customer satisfaction for DAT customers. You will be responsible for assuring customer satisfaction by providing quality service in the delivery of DAT products and services. You will handle product outreach, UAT testing, retention and adoption campaigns, and assist customers with a high level of customer care.

Candidate profile

• Organized and detail-oriented with strong communication skills.
• High self-awareness of biases that may impact testing scenarios.
• Easily builds rapport with customers and has strong presentation skills.
• Strong technical literacy and understanding of DAT products and services.
• Ability to produce consistently high-quality work while maintaining excellent documentation.
• Advanced customer service skills and passion for helping customers and resolving issues.

What You’ll Do

• Support DAT’s Social Media by reading and responding to iOS and Android application reviews, as well as reading and responding to social media comments and reviews. 
• Run Outbound Feedback/Research Campaigns by calling customers to assess product satisfaction, collect feedback, and encourage product adoption.
• Report and present customer feedback to cross functional teams in large group settings.
• Provide account retention activities as they relate to product dissatisfaction.
• Proactively train customers on new and emerging DAT products.
• Facilitate User Acceptance testing and participate in Customer Experience product testing by writing comprehensive test cases, tracking progress, and documenting/reporting issues.
• Assist product managers and engineering staff with product development by relaying customer problems, concerns, and requests.
• Move all sources of customer feedback into actionable user stories to address issues that impact the customer experience. 
• Govern lists of values used in case logging and feedback reporting.
• Meet performance metrics and KPI's. 
• Identify and escalate potential sales opportunities.
• Other duties may be assigned as business and department requirements are adjusted.

The Skills and Experience You'll Bring

• Self managed; ability to work independently from a list of contacts or tasks.
• Advance spelling and grammar skills.
• Intermediate computer navigation and typing skills.
• High school diploma or equivalent is required.  
• 1-3 years Customer Service experience in a customer facing role is required. 
• Ability to effectively present information and respond to questions from employees, groups, and customers. 
• Ability to read and interpret documents such as product requirements, JIRA tickets, training manuals, etc.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Intermediate analytical/problem solving skills.
• Excellent written/verbal communication and presentation skills.
• Excellent customer service skills.
• Time management and organizational skills.
• Listening Skills.
• Interpersonal Skills.
• Knowledge of Salesforce, Tableau, Business Objects, and SQL Reporting is strongly preferred. 
• Experience in an agile environment working with Epics and User Stories is preferred. 
• Familiarity with JIRA is preferred.

In compliance with Colorado's Equal Pay for Equal Work Act, the minimum compensation for this role is $20/hour + benefits. The maximum compensation for this role can vary significantly depending on your job-related skills and experience. DAT considers factors such as scope and responsibilities of the position, candidate's work experience, education and training, core skills, internal equity, and market and business elements when extending an offer.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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