Customer Experience Specialist (CX)

Position Summary
This position is part of the CX Experience team and reports to the Warranty Claims Manager. The primary responsibility is resolving shipping and warehouse claims accurately and efficiently, with a consistent focus on customer experience. The ideal candidate is service-oriented, detail-driven, and comfortable managing customer interactions across phone, email, and chat. Strong written and verbal communication skills and the ability to stay organized are required.

We value collaboration and continuous improvement. Team members are expected to contribute ideas, support one another, and take ownership of both problems and solutions.

Essential Duties

Provides resolution for all customer claims and cases related to Cali services and products, through thorough investigation, evaluation and negotiation of cases in compliance with established technical and company principles

Works within the ERP system to document, process and manage all cases and metrics, including product research, photo documentation, following up with vendors and quality team to determine root cause of a customer case

Accurately and thoroughly document all activities and communications in the claim files

Communicate effectively in a professional, respectful, and persuasive manner to facilitate the timely and thorough resolution of claims

Good judgment and the ability to thoroughly consider all relevant information to make sound decisions

Willingness to learn and try new approaches to resolve complex issues

Strong customer service skills with the ability to take initiative and responsibility for addressing internal/external customer concerns

Ability to examine all information completely to identify everything that is relevant and all potential impacts

Communicate with management to resolve problems and expedite resolution of issues

Fully develop product knowledge and function as a product specialist

Be organized, highly disciplined and self-motivated

Initiate and make recommendations regarding processes, policies and procedures

Implement continuous improvement activities to improve and streamline customer service processes.

Make recommendations to streamline and lower the costs of customer service functions

Multi- task incoming calls, chats, and case load

Excellent time management skills/ability

A solid understanding of basic computer troubleshooting, including but not limited to: virtual communication, file sharing, presentations, and online security best practices.

Minimum Requirements

Excellent written and verbal communications skills mandatory

Ability to maintain a pleasant demeanor while working in a potentially stressful environment

Must be flexible and willing to learn and change in a dynamic environment; creative with ideas to improve customer service and processes

Maintain both customer satisfaction and phone/email response service levels by initiating, coordinating, and enforcing operational policies and procedures.

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