Job Summary: 

Under general supervision, the Customer Experience Specialist (CES) is the point of contact for all company/customer questions, product inquiries, and order status. All CESs are to handle customers in a professional manner which creates customer loyalty by providing service that exceeds customer expectations.

Job Expectations: 

• Work directly with customers via e-mail, phone, chat, and social media
• Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions
• Respond promptly to all customer inquiries
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Handle and resolve customer complaints
• Manage customer accounts
• Record customer contacts: comments, details, and action taken
• Communicate and coordinate with internal departments
• Follow-up on customer interactions
• Process RMAs
• Escalate customer issues as necessary for timely resolution

Knowledge, Skills and Abilities:

• A professional, positive, and enthusiastic attitude – customer centric
• Bilingual (may be required) – English + other language
• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem solving
• Attention to detail and accuracy
• Knowledge of customer service principles and practices
• Adaptability
• Initiative
• Stress tolerance
• Willing to work weekends if needed
• Computer literate – Gmail, MS Office (Word & Excel)
• Ability to type 40 WPM

Experience Requirements:

Requires a minimum of two (2) years related experience, typically in a contact center environment.

Education Requirements: 

High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.
 

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