Customer Experience Specialist

???? Be the voice of our customers and help create exceptional experiences every day.

The Customer Experience Specialist is a key member of our customer support team and serves as a trusted first point of contact for customers. In this role, youll provide responsive, knowledgeable support, answer questions, resolve routine issues, and ensure every customer interaction reflects our commitment to exceptional service.

This is an ideal opportunity for someone who is customer-focused, personable, detail-oriented, and eager to build a career in customer experience. Youll be responsible for accurately documenting customer interactions, following through on requests, and escalating more complex issues to the appropriate team when needed.

Responsibilities

• Respond to inbound customer inquiries via phone both inbound and outbound, email, or ticketing systems
• Provide accurate information regarding products, services, policies, and procedures
• Resolve routine customer issues and complaints in a timely and professional manner
• Accurately document customer interactions in CRM systems
• Follow established scripts, workflows, and service guidelines
• Escalate complex or unresolved issues to higher-level support or supervisors
• Meet or exceed individual performance metrics (AHT, quality, adherence, CSAT)
• Maintain confidentiality and comply with company policies and regulations
• Demonstrate professionalism, empathy, and active listening during all interactions
• Handles basic to moderately complex issues
• Works under direct supervision
• Limited decision-making authority
• Escalates advanced issues per defined guidelines

Qualifications:

• High school diploma or equivalent
• Strong verbal and written communication skills
• Comfortable navigating multiple systems (CRM/ticketing)
• Basic computer proficiency and ability to navigate multiple systems
• Customer-focused mindset with problem-solving abilities
• Ability to follow instructions and standardized procedures
• Ability to work in a fast-paced, high-volume environment
• Time management and organizational skills

Preferred Qualifications:

• Prior customer service or call center experience
• Familiarity with CRM or ticketing systems
• Bilingual skills (English/Spanish) a plus

What we offer

• Competitive base salary plus performance-based bonus opportunities
• Comprehensive medical, dental, and vision coverage
• Health Savings Account (HSA) eligibility
• 401(k) retirement savings plan
• Flexible scheduling options to support work-life balance
• Generous paid time off (PTO) program