Customer Experience & Wellness Support Phone Representative

Job Description

Job Description

Job Summary

The Goddess Collection is seeking a sophisticated, high-performing Customer Experience & Wellness Support Phone Representative to serve as the primary voice of our brand. This isn't just a task-based role; it requires someone who can think strategically and is skilled in wellness education, managing logistics, and building relationships.

The ideal candidate can quickly learn detailed herbal products and posses the analytical skills to resolve multi-layered logistics challenges independently. We are looking for a professional who doesn't just answer questions but proactively identifies ways to elevate the customer journey and prevent future friction.

Key Responsibilities:

• Strategic Issue Resolution: Manage end-to-end resolution for complex customer inquiries regarding order logistics, formulation specifics, and wellness consultations.
• Process Optimization: Analyze recurring customer feedback and data trends to propose and implement workflow improvements that enhance the "Goddess Experience."
• Advanced Product Advocacy: Maintain expert-level knowledge of our holistic catalog to provide tailored consultations, ensuring customers find the right products for their specific wellness goals.
• Technical Systems Management: Utilize CRM tools, Shopify, and shipping software with 100% accuracy to track customer lifecycles, assist with shipping errors, fulfill & print orders in Netsuite and maintain clean data for the marketing team.
• Crisis De-escalation: Handle high-stakes interactions with grace and logic, turning potentially negative experiences into long-term brand loyalty.
• Cross-Functional Collaboration: Work closely with the Production and Warehouse teams to provide real-time feedback on product quality or shipping bottlenecks.

Qualifications & Requirements

• Professional Experience: Minimum of 5 years in a professional customer- facing role (e.g., Luxury Hospitality, Boutique Retail Management, or High-Tier Tech Support/call center).
• Cognitive Agility: Demonstrated ability to learn new, complex software systems and product formulations within an accelerated 48-hour onboarding window.
• Problem-Solving: Proven track record of resolving complex "gray-area" problems where no standard operating procedure was immediately available.
• Communication: Exceptional command of professional English (written and verbal)
• Integrity: Ability to handle sensitive customer health information with total confidentiality and ethical rigor.

The Goddess Collection is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

The employee must be able to remain in a stationary position for extended periods and operate a computer and other office productivity machinery.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Why Join The Goddess Collection?

We offer a purpose-driven work environment where intelligence and proactivity are rewarded. As a permanent member of our team, you will have the opportunity to influence the growth of a premium wellness brand and develop your career in a culture that values excellence and empowerment.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Work Location: In person