Customer Experience Specialist (Service & Support)

Job Description

Job Description

Customer Experience Specialist (Service & Support)

At Woodland Direct, customer service isn't just answering calls; it's about delivering consistent, high-quality experiences, solving problems efficiently, and earning customer trust in every interaction.

We're looking for someone who takes pride in doing things the right way, communicates clearly, and stays composed under pressure. This role is ideal for someone who values accountability, follows through on details, and wants to grow within a structured, high-performing team.

What You'll Do

• Serve as a primary point of contact for customers via phone, email, and support tickets
• Provide accurate order updates, answer questions, and resolve issues with strong attention to detail
• Manage customer cases from start to finish, ensuring timely and complete resolution
• De-escalate customer and vendor concerns with professionalism and efficiency
• Stay organized across multiple conversations, tickets, and priorities
• Partner with internal teams to resolve more complex customer needs
• Contribute to team performance by meeting service and communication standards

What We're Looking For

• Strong communication skills (written and verbal)
• Ability to stay organized and manage multiple priorities
• Self-motivated with a high level of accountability
• Comfortable working independently and as part of a team
• Basic computer proficiency and typing skills (35+ WPM)
• High school diploma or equivalent

Schedule & Work Environment

• Hybrid role with work from home flexibility
• Scheduled shifts between 8:30am – 5:00pm (based on team needs)
• Occasional Saturday shifts

Why Woodland Direct?

• Structured training + ongoing development
• Clear career progression path
• Performance-driven team environment
• Competitive pay and benefits
• A role where your work directly impacts customer experience and business success