Customer Experience Specialist
4.
0 Michigan City, IN Michigan City, IN Full-time Full-time $18 an hour $18 an hour 7 days ago 7 days ago 7 days ago
Job Description:
Customer Experience Specialist Reports to:
Customer Experience Team Manager FLSA Status:
Full-time, non-exempt Salary Range:
$18/hr Purpose:
The Customer Experience Specialist is the voice of Peepers and uses problem-solving skills, active listening, and vast knowledge of the Peepers brand to build and maintain lifelong customer loyalty through interactions via phone, email, chat, and social channels.
This role will collaborate with departments across the Peepers organization to ensure an exceptional Customer Experience with a focus on continuous improvement of processes and procedures while maintaining our Service Level Agreements.
This position is based at our headquarters in Michigan City, IN with the ability to work from home up to two days per week after successful completion of orientation period.
Key Competencies:
Initiative Communication Personal Leadership Company & Product Knowledge Execution Systems Knowledge Duties &
Responsibilities:
Customer Service Respond to incoming queue calls with a pleasant, upbeat voice Respond to emails and live chats with a positive, well-written response Respond to social media comments and messages via Facebook and Instagram Strive to maintain positive Customer Satisfaction scores Process Consumer Direct and Wholesale customer purchase orders Coordinate with internal team on inventory, shipping, and procedural updates Create, maintain, and update customer records Maintain personal files in an organized manner May be assigned to specialized duties such as QC reporting, customer suggestion logs Perform Order Entry Specialist duties as needed Systems Knowledge Process, review, and update customer returns using Loop software Process transactions, review, and update customer records using Netsuite Process transactions, review, and update customer records using Shopify Respond to customer inquiries using Gorgias CRM Troubleshoot technical issues across all programs and sites Utilize software to generate customer reporting Assist Team Manager and Team Lead with SOP creation and updates as needed Product Knowledge Expert knowledge of Peepers product offerings - current and discontinued Expert knowledge of Peepers product materials, fit and design Expert knowledge of product features and benefits Utilize product knowledge to encourage customer purchases, offer recommendations and upsell Participate in ongoing Product training and certification .
Estimated Salary: $20 to $28 per hour based on qualifications.
0 Michigan City, IN Michigan City, IN Full-time Full-time $18 an hour $18 an hour 7 days ago 7 days ago 7 days ago
Job Description:
Customer Experience Specialist Reports to:
Customer Experience Team Manager FLSA Status:
Full-time, non-exempt Salary Range:
$18/hr Purpose:
The Customer Experience Specialist is the voice of Peepers and uses problem-solving skills, active listening, and vast knowledge of the Peepers brand to build and maintain lifelong customer loyalty through interactions via phone, email, chat, and social channels.
This role will collaborate with departments across the Peepers organization to ensure an exceptional Customer Experience with a focus on continuous improvement of processes and procedures while maintaining our Service Level Agreements.
This position is based at our headquarters in Michigan City, IN with the ability to work from home up to two days per week after successful completion of orientation period.
Key Competencies:
Initiative Communication Personal Leadership Company & Product Knowledge Execution Systems Knowledge Duties &
Responsibilities:
Customer Service Respond to incoming queue calls with a pleasant, upbeat voice Respond to emails and live chats with a positive, well-written response Respond to social media comments and messages via Facebook and Instagram Strive to maintain positive Customer Satisfaction scores Process Consumer Direct and Wholesale customer purchase orders Coordinate with internal team on inventory, shipping, and procedural updates Create, maintain, and update customer records Maintain personal files in an organized manner May be assigned to specialized duties such as QC reporting, customer suggestion logs Perform Order Entry Specialist duties as needed Systems Knowledge Process, review, and update customer returns using Loop software Process transactions, review, and update customer records using Netsuite Process transactions, review, and update customer records using Shopify Respond to customer inquiries using Gorgias CRM Troubleshoot technical issues across all programs and sites Utilize software to generate customer reporting Assist Team Manager and Team Lead with SOP creation and updates as needed Product Knowledge Expert knowledge of Peepers product offerings - current and discontinued Expert knowledge of Peepers product materials, fit and design Expert knowledge of product features and benefits Utilize product knowledge to encourage customer purchases, offer recommendations and upsell Participate in ongoing Product training and certification .
Estimated Salary: $20 to $28 per hour based on qualifications.
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