Product Support Representative L4

At Horizon Hobby, we inspire dreams and help build memories! Our company is the leader in the global Radio Control industry. We offer tremendous opportunities for growth and development and a full array of benefits including discounts on our products! We are currently hiring a Product Support Representative!

At the heart of every Horizon product is an amazing experience that makes a lasting impression and a customer for life. Horizon Hobby is seeking a Customer Engagement Specialist who is dedicated to creating a world-class customer experience This position requires a content focused mindset and a deep understanding of our products customers. This role within the organization will work closely with our Marketing, Product Development and Product Support Teams to create accurate, detailed, and rich content along with videos that provide a detailed walkthrough on products, out of box experience, trouble shooting, and quick start guides. This role will also be tasked with owning a specific category of CX, developing, and implementing key experience improvements to support materials around products.

The schedule for this position will be Monday-Friday 8am-5pm CST. This is a hybrid role where you will be required to report on-site to our Champaign, IL location 2 days a week.

Key Focus Areas of Customer Engagement:

1. Pre-Sale - Positively impacting the customer journey through digital content located on our websites and social media.
2. Post-Purchase - Improving the out-of-the-box experience, troubleshooting, and maintenance.
3. Issue Resolution - Identify customer pain points and proactively addressing them through digital assets.

Team Key Performance Indicators:

• Net Promoter Score
• Customer Satisfaction
• Customer Retention Rate

Roles/Responsibilities

• Works with our Customer Support team to define key pain points and address in future product support content.
• Creates key videos for products as identified through VOC, Product Development and Product Support Requests.
• Provide both written and video content on identified needs for products.
• Execute strategy to improve in-box support content and other customer engagement improvements at a product level.
• Regular communication with PS, PD, Marketing and Tech-Comm teams to identify gaps in the overall brand and product experience.
• Recommend process, product, and marketing collateral improvements when possible.
• Be the voice of the consumer and prioritize projects that need attention to solve key areas of tension throughout the product experience.
• Ident Identify and execute opportunities to leverage Salesforce to improve customer self-help and agent communication using AI and other tools.
• Some travel and event staffing (tradeshow and consumer events) required.

Education and/or Experience:

• 1-3 years in Customer Support, Project Management, or Brand Marketing
• Must be a proactive self-starter working independently, yet collaboratively with others. Able to set priorities, solve problems, and be resourceful under pressure.
• Demonstrated ability to shoot and edit videos through the Adobe Platform Suite.
• Speed, flexibility, and agility to ensure on-time project delivery while being able to shift to changing marketing and customer needs.
• A strong knowledge of a specific category of the Radio-control hobby customers and the overall hobby experience.
• Expertise in multiple categories of Radio-control a plus
• Bachelor's degree preferred, preferably in the fields of Marketing, Communications, or Public Relations.
• Excellent written and verbal communication skills
• Proven Organizational skills including attention to detail and multi-tasking skills.
• Public speaking experience a plus
• Salesforce experience a plus.
• Travelling is required in this role for attending industry events.

Benefits and other perks:

401(k) with a company match

Medical, Dental, Vision, Life, Short-Term and Long-Term Disability Insurance, Life Insurance and Supplemental Life Insurance

Paid Time Off

Paid Holidays

Discounts on Products

Bonus Eligibility

Horizon Hobby is a progressive, innovative company and, as such, is constantly reevaluating and reinventing the processes and procedures associated with each job. The essential duties and responsibilities of this position may change at any time. In addition, employees may be asked to work on special projects or to assist with other work necessary or important to the operation of Horizon. Your cooperation and assistance in performing such additional work is expected and appreciated.

Horizon Hobby, LLC is an equal opportunity and E-Verify employer