Customer Experience Specialist

Safe Life is one of the fastest-growing providers of AEDs and life-saving readiness programs, united by a clear mission: helping communities *Prevent Heartbreak * . We deliver more than products - we provide end-to-end programs that combine equipment, training, and compliance support to keep organizations rescue-ready. AED Brands, a Safe Life US company, is seeking a customer focused, detail oriented and reliable Customer Experience Specialist to join our growing team! This is a unique moment to join us. We’re scaling rapidly, investing in our people, and building a high-performing team focused on real impact. If you’re looking for work that challenges you and truly matters, you’ll find it here. The Customer Experience Specialist provides professional post-purchase customer support via phone, email, and live chat, assisting customers with orders, product support, and service inquiries related to AED products, accessories, and Safe Life’s program management and subscription solutions. This role ensures customer requests and service needs are handled accurately and efficiently, supporting a positive customer experience and helping customers maintain ongoing readiness and compliance. Key Success Factors A people person motivated by helping others . You’re energized by helping customers solve problems and leave every interaction feeling supported. You take pride in being someone others can count on when they need assistance. Highly adaptable & thrive in a fast-paced environment . You enjoy having multiple requests in motion at once and can easily move from one customer or task to the next without losing momentum. You stay calm and flexible when requests are urgent or customers are frustrated, and you enjoy working in an environment where things stay busy and priorities shift throughout the day. Detail Oriented & Organized . You naturally keep details, requests, and follow-ups organized, even when work is moving quickly or interruptions occur. You rely on clear habits and routines to keep work accurate and on track, and you use company systems and tools to keep information visible and accessible for the team. Proactive & Resourceful . You don’t let obstacles get in your way, particularly when it comes to delivering exceptional customer service. You think outside the box and find creative, win-in solutions, and understand when an issue is outside your scope and seek guidance. Driven to make a difference . You are inspired to do your best every day not just because of what you do, but why you do it. You wake up every day thinking about your role in helping in achieving our shared goal of Preventing Heartbreak. Key Tasks Deliver responsive, professional post-purchase support to customers via phone, email, and live chat. Assist customers with order support, product inquiries, service needs, and program or subscription-related requests. Respond to customer inquiries accurately and efficiently, coordinating follow-up when issues cannot be resolved immediately. Manage live chat and customer service email queues and return customer voicemails and messages within established service timelines. Provide accurate order, inventory availability, and shipping status information to customers and partners as needed. Maintain accurate customer and order records through required data entry and system updates, including credit memos, tax documentation, CRM updates, and internal tracking tools. Assist internal teams with customer and order-related support requests as needed. Develop and maintain working knowledge of company products, services, programs, processes, and policies. Participate in internal service meetings, training sessions, and manufacturer partner training as scheduled. Maintain compliance with company policies and procedures. Perform other related duties as assigned to support team and organizational objectives. Requirements High school diploma or GED required; associate or bachelor’s degree preferred. Minimum two years of customer service, order support, or related experience. Experience providing customer support via phone, email, and live chat preferred. Proficiency with common business software, including Microsoft Office and CRM or order management systems. Exceptional, professional verbal and written communication skills. Demonstrated ability to provide professional, customer-focused service. Strong organizational and time management skills with the ability to manage multiple requests simultaneously. Resourceful problem-solving ability and sound judgment in resolving customer issues. Ability to work independently while collaborating effectively with internal teams. Ability to quickly learn and maintain knowledge of company products, services, and programs. Ability to build and maintain cooperative working relationships with customers and colleagues at all levels of the organization. A desire to continually learn and grow in your career. #J-18808-Ljbffr