Customer Experience Representative

Position Summary

As a Customer Experience Representative, you will be the first voice our customers hearsomeone who listens with empathy, communicates with clarity, and creates meaningful connections. This role focuses on assisting with account updates, order inquiries (WISMO), and resolving general customer concerns with accuracy and care. You will ensure every interaction leaves the customer feeling confident, supported, and genuinely valued.

Availability Requirements:

• MondayFriday: 8:00 AM 6:00 PM
• Saturday: 8:00 AM 4:00 PM

Key Responsibilities

• Deliver connection-driven service aligned with Good Ranchers voice and values
• Handle inbound calls with efficiency, empathy, and professionalism
• Assist with account updates (address changes, order placement, subscription management)
• Provide accurate order updates, tracking support, and delivery insights
• Promote subscription benefits and 100% American-sourced products
• Resolve customer concerns using pre-approved solutions (refunds, replacements, credits)
• Create wow moments by anticipating customer needs and exceeding expectations
• Escalate complex issues appropriately with clear documentation and follow-up
• Accurately document all customer interactions in CRM systems
• Assign call reason dispositions on 100% of contacts
• Handle compliance-related requests with urgency and accuracy
• Identify trends, common issues, and opportunities for improvement
• Meet and maintain performance KPIs (AHT, CSAT, Adherence, etc.)
• Participate in training, coaching, and continuous improvement initiatives
• Perform additional duties as assigned

Education

• High school diploma or equivalent required
• Associate degree or coursework in Communications, Business, or related field preferred
• Customer service certifications are a plus

Qualifications

• Prior customer service or call center experience preferred
• Strong verbal communication and active listening skills
• Strong written communication skills for potential email follow-up with customers
• Chat support experience is a plus
• Ability to remain calm and solution-focused in high-pressure situations
• Experience with CRM tools (Shopify, Kustomer, Dialpad preferred)
• Detail-oriented, dependable, and customer-focused
• Flexible schedule, including evenings, weekends and some holidays