Customer Experience Specialist

Customer Experience Specialist Job Description Template

Our company is looking for a Customer Experience Specialist to join our team.

Responsibilities:

  • Tailor solutions for customers which can greatly enhance their product/service enjoyment;
  • Work with our growing CS team to develop and implement consistent best-in-class customer service standards;
  • Develop new and innovative customer care campaigns;
  • Provide weekly feedback and recommendations on product, processes, etc. based on customer interactions;
  • Promoting Bump Boxes within the community;
  • Answer incoming calls and emails;
  • Help people use and understand the benefits of all Screencastify products;
  • Maintain confidentiality of all customer information;
  • Run (and eventually optimize) our customer support inbox;
  • Providing exceptional customer care in an expedient manner that satisfies individual needs of each customer;
  • Assist and respond to customers with a wide variety of needs via chat, text and email;
  • Manage repairs, returns and made-to-order tracking;
  • Suggest and implement ways to optimize user experience for Viome customers;
  • Resolve complex issues while providing a high level of service;
  • Embody and articulate Vrai’s brand values within all customer interactions.

Requirements:

  • Excellent written and verbal communication skills;
  • Ability to produce reports and summarize calls, feedback and concerns;
  • Ability to remain professional and courteous with customers at all times;
  • Enthusiastic problem solver and collaborator;
  • Ability to navigate through navigation system (Google Maps);
  • Knowledge of Jira, Google Drive, and UserVoice;
  • Ability to work overtime and/or holidays as necessitated by business and/or weather conditions;
  • Bachelor’s degree 2-3 years of customer success, customer support, or equivalent experience;
  • Direct to consumer experience a plus;
  • Luxury or jewelry experience a plus;
  • Basic mathematical, typing (35 wpm minimum), computer (basic usage and functions) and data entry skills;
  • Technical or biology background desired;
  • Knowledge of HIPAA compliance and privacy regulations;
  • 4-5 years experience in a Customer Experience role (online or in-person);
  • Customer-centric orientation.