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.