[Contract Position] Customer Care Onboarding and Sizing Specialist

The Customer Care Onboarding and Sizing Specialist at Willow Innovations is responsible for conducting personalized Zoom sessions with mothers to guide them on onboarding, sizing, assembly, and basic troubleshooting of the Willow Pumps. This role involves moderating the Willow Moms Facebook community, contributing valuable content, and collaborating on materials related to customer support and education.

To apply for the Customer Care Onboarding and Sizing Specialist role at Willow, you should have 2-4 years of customer care experience, particularly with high-touch interactions. Knowledge of lactation and experience with breast pumps is essential, along with excellent communication skills and a passion for customer care.

Willow Innovations emphasizes an exceptional customer experience by hiring specialists like the Customer Care Onboarding and Sizing Specialist, who provide tailored support. They conduct personalized training sessions and analyze customer feedback to identify opportunities for improving the onboarding process and overall satisfaction.

A Customer Care Onboarding and Sizing Specialist at Willow should have proficiency in tools like Salesforce Service Cloud for managing customer interactions, Zoom for virtual consultations, and platforms like Meta Business Suite for social media engagement. Familiarity with Calendly for scheduling appointments is also preferred.

The work schedule for the Customer Care Onboarding and Sizing Specialist role at Willow requires availability during West Coast hours, including some flexibility to work one weekend day per month to accommodate customer needs.

In discussing your experience, highlight specific roles where you've provided high-touch support and engaged with customers directly. Emphasize any experience related to lactation or breast pumping, which is crucial for this position.

Outline a structured approach that includes introducing yourself, assessing the mother's needs, guiding her through onboarding and troubleshooting, and providing a supportive environment for her questions and concerns.

Share your experiences in creating a welcoming atmosphere, facilitating engaging discussions, and ensuring that information shared is accurate and supportive. Mention your approach to handling negative interactions positively.

Discuss your methods for continuous learning, such as following industry reports, attending webinars, engaging with lactation consultants, or participating in relevant communities to ensure you provide accurate information to customers.

Provide a detailed account of a specific instance where you managed a customer's issue by actively listening, empathizing, and finding a solution. Highlight the positive outcome and what you learned from the experience.

Highlight the importance of personalized communication, thorough instruction, responsiveness to follow-up questions, and ongoing support to ensure customers feel confident using the product.

Explain your approach to gathering customer insights, identifying trends, and implementing changes based on feedback. Use examples to illustrate how this has led to improved processes and customer satisfaction.

Discuss your strategies for time management, such as setting a consistent schedule, using productivity tools, and prioritizing tasks to balance multiple responsibilities effectively while maintaining high customer service standards.

Share your passion for the company’s mission to empower mothers and improve their lives through innovative products. Discuss how this aligns with your values and how you can contribute meaningfully to the team.

Detail your experience with relevant customer care systems and how you can leverage these tools to enhance efficiency, improve communication with customers, and streamline processes, ensuring customers have a positive experience.