Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.
Let’s make.
Overview
We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.
At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.
So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.
Let’s make.
(Customer Service, Phone and Chat, Call Center Environment.)
- South Jordan, Utah – hybrid between work from home and commute to the office 2x per week (subject to change)
- Full-time, non-exempt (hourly) position
Our Member Care team’s primary goal is to delight through each and every member contact. We strive for excellence in serving our members. We love what we do – and are nice while we do it! As an Experience Maker, you will be the voice of Cricut, representing the brand as you deliver World Class service to our AMAZING members across the country through various communication channels such as real-time calls, emails, live chat and social media. The ideal candidate is a curious and critical thinker, who demonstrates empathy in communication and is committed to providing a unique, customer centric approach to resolving issues.
This is a full-time position with normal working hours of Monday – Friday 10AM – 6:30 PM MTN. Pay starts at $18 per hour with benefits effective your first day of employment. Please note that schedule flexibility is required and expected, shifts may include nights and weekends based on volume we many require future work on the holidays.
A day in the life…
- Assist our members by offering create solutions to each unique customer situation
- Provide excellent service to inbound customer inquiries regarding Cricut products, hardware, software and services
- Provide basic to intermediate level of technical to customer inquires
- Effectively communicate and simplify technical terms for members while troubleshooting products of a creative, technical or mechanical nature
- Ensure “world class” service principles and guidelines are utilized with each and every member interaction. These include but are not limited to, appropriate greetings, hold protocols, accuracy in the information delivered, appropriate verification, etc.
- Responsible for increasing knowledge and understanding of Cricut products, software and services by utilizing the tools and resources provided
- Engage members by offering additional product and services or additional support for hardware and software technical issues, including drivers, antiviruses, etc. to further enhance the customer experience
- Demonstrate patience and the ability to effectively communicate with customers at all levels of technical proficiency while providing unparalleled customer service
- Document and escalate to internal and external teams as required to support complex support issues/requests
- Reply to service tickets promptly and in accordance with established guidelines
- Accurately maintain associated data, file and records regarding technical support incidents
- Manage individual work to exceptional member satisfaction level and ensure an FCR rate at 90% or higher
- Achieve all performance standards including service ticket SLA, handle time, quality, productivity, attendance and professionalism, etc.
- Demonstrate proficiency with all Cricut products through on the job training
- Remain engaged with members through proper tine of voice demonstrating a sincere interest in helping members to understand how to use our products and services to meet their individual needs
- Attendance and punctuality for all scheduled shifts
- Ability to work flexible hours Monday – Friday 10AM – 6:30PM MTN
- Education: High School Diploma or equivalent required
- Proficient typing and computer navigation skills; 40+ WPM
- 2-3+ years customer service where technical / customer support is a primary job function
- Spanish/Portuguese/French Canadian language skills a plus
- Outstanding communication skills, both verbal and written
- Basic to intermediate knowledge of troubleshooting all Windows and Mac operating systems
- Ability to diagnose basic to intermediate technical issues involving software applications and interfaces
- Experience resolving inbound and/or outbound inquires, returns, and diffusing escalated issues, etc.
- Experience using the Cricut Maker, Cricut Explore, Cricut Design Space, etc. is preferred but not required
- Ability to demonstrate sound personal skills and a commitment to provide accurate information to members regarding Cricut’s products and services
- Ability to work in a fast-paced environment and demonstrate a high sense of urgency
- A true passion for customers and delivering the best possible service
- You are self-motivated, self-starting and self-assured
What you didn’t know about the team:
- Looking to grow quickly in your career? We continually assess and promote through our Tier Progression program – we have even seen Experience Makers progress within just a matter of WEEKS on the job!
- No need to follow a script – just build a personal emotional connection with each customer while delivering superior customer service
- Our Experience Makers do not up-sell – no salespeople here!
Additional Information
What to Do Next: Please attach your resume, cover letter and include links to your portfolio or other social presence. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information.
Cricut® is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. This position is contingent on successfully completing a Criminal Background Check upon hire. Cricut participates in E-Verify.
