Customer Experience Specialist - West Coast

Customer Experience Specialist - West Coast The Shade Store

Address: Santa Monica, CA, 90403, US

Compensation: $60,000.00 - $65,000.00/year

Schedule: Full time

Job Type: Permanent

Industry: Customer service and call centres

Description
Title:

Customer Experience Specialist

Location:

Santa Monica, CA

Compensation:

$60,000.00 - $65,000.00/year

The Shade Store will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.

Position
The Shade Store is seeking Customer Experience Specialists (who we call Customer Experience Managers) to join our Client Services team.

Ideal candidates have a strong customer service background with a proven ability to resolve complex customer issues with strong problem‑solving abilities, while consistently offering empathetic assistance. They excel at collaborating across teams to provide timely solutions and demonstrate exceptional attention to detail. Proficiency in managing customer interactions, documentation, and follow‑up is crucial for success in this role. Experience in luxury retail or hospitality operations is a plus.

Responsibilities

Provide exceptional customer service by handling customer inquiries via phone, email, and text.

Maintain a customer‑centric approach, ensuring each customer feels valued and supported.

Analyze customer issues using critical thinking, develop effective action plans, and resolve problems proactively.

De‑escalate and resolve challenging customer service opportunities with empathy, ensuring a positive customer experience.

Accurately document customer interactions and maintain detailed records for follow‑up and reporting.

Collaborate with cross‑functional teams to resolve complex issues and provide timely solutions.

Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines.

Continuously improve product knowledge and stay up to date on company policies and procedures.

Perform other duties as needed to support the customer service team and meet department goals.

Qualifications

A minimum of 2 years’ experience in a customer service role, including frequent customer interactions via phone and email.

Excellent oral and written communication skills.

Strong customer‑centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines.

Collaborative team player with the ability to work cross‑functionally to achieve team goals.

Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel.

Strong critical thinking, problem‑solving, and resolution skills with a proactive, action‑oriented approach.

Ability to work various shift times and Saturdays depending on business needs.

Experience in industries such as hospitality, healthcare, or airlines is a plus.

Benefits

Medical Benefits

401(k) with Company Match

Up to $100k Life Insurance & Short‑Term Disability (Employer Paid)

Legal and Pet Insurance Plans

Employee Assistance Program

Product Discount

Offer Contingencies

Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E‑Verify within three business days of your hire date.

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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