Customer Experience Specialist

Job Description

Job Description

About the Role

Downeast is looking for a self-motivated, quick-thinking Customer Experience Specialist to join our team for 10 hours per week. In this role, you will be the primary point of contact for our online customers and our retail store associates, resolving problems quickly and keeping daily operations running smoothly.

The position requires someone who learns software quickly, makes good judgement calls independently, and stays focused while working on their own.

Schedule & Location

• Hours: ~10 hours per week (Friday evenings and Saturdays). Occasional extra hours during peak holiday seasons may be available.
• Location : Remote or hybrid at our Nibley, UT office.

Key Responsibilities

• Customer Support: Provide timely, high-quality responses to customer inquiries via email and live chat regarding order tracking, returns, gift card transfers, order corrections, and product questions.
• Retail Store Support: Answer calls and chats from retail store associates needing immediate help with complex returns, pricing discrepancies, point-of-sale issues, or stock checks.
• Product Knowledge: Proactively learn our product lines (including fit, materials, care, and stock availability) to answer questions accurately and offer recommendations with confidence.
• System Management: Accurately process transactions within Shopify, ticketing software, and Microsoft applications (Teams, Outlook).
• Independent Problem Solving: Apply company policies thoughtfully to solve customer issues, balancing customer satisfaction with company policy without needing step-by-step guidance.
• Cross-Functional Communication: Work alongside our e-commerce and retail store teams to flag recurring issues and help refine support workflows.

Qualifications & Requirements

• Experience: 1+ years of customer service experience (e-commerce or retail support preferred).
• Technical Aptitude: Quick to learn new software and comfortable using Microsoft Office/Teams and Shopify (or similar e-commerce tools). Shopify experience is preferred .
• Sound Judgment: Able to make fast, fair decisions on your feet with minimal supervision.
• Strong Communication: Clear, warm, and professional written communication for chat/email, and a friendly, efficient phone manner for store associates.
• Self-Disciplined: Able to stay productive, focused, and organized during computer shifts.

Perks & Benefits

• Competitive hourly pay
• Generous employee product discounts
• Access to onsite fitness center (if working at or visiting the Nibley location)

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