Customer Experience Specialist

Enviromedica is more than a natural products company, we’re a team dedicated to supporting wellness with integrity and care. Based in North Austin, we’ve built a modern, collaborative workspace filled with natural light and energy, where every team member contributes to our shared growth. This is an exciting opportunity to be part of a company that values both its people and its customers.
Position Overview

The Customer Experience Specialist serves as a trusted liaison between our customers and our brand, ensuring a seamless experience across phone, email, and digital channels. This role provides product and service information, assists with orders and fulfillment, and resolves customer issues with accuracy, empathy, and efficiency. In addition to traditional support functions, the Specialist also helps oversee customer reviews, manages service inquiries across eCommerce channels, and collaborates with Sales, Fulfillment, and Operations to deliver consistent, high-quality service.
The best Customer Experience Specialists are genuinely excited to help customers. They are patient, empathetic, and clear communicators who can confidently troubleshoot, research solutions, and advocate on behalf of the customer. Success in this role requires adaptability, strong problem-solving skills, and the ability to balance multiple tasks while maintaining a professional, positive attitude.
Ultimately, this position is about building trust, creating positive experiences, and ensuring customers feel valued at every stage of their journey.
Job Duties & Responsibilities

Receive and respond to inbound customer calls, support cases, and email inquiries in a timely and professional manner
Accurately enter and manage customer sales orders, returns, and related transactional data
Assist customers with product questions, selection, and troubleshooting
Provide solutions for order fulfillment, shipping, and delivery issues
Resolve product or service concerns by identifying the issue, determining the root cause, offering solutions, and following up to ensure satisfaction
Create, maintain, and update customer accounts in company databases
Work closely with Sales, Fulfillment, and Operations teams to ensure smooth resolution of customer issues and to share feedback for process improvements
Maintain up-to-date knowledge of products, promotions, and company policies
Monitor and respond to customer reviews across platforms, escalating issues as needed
Handle eCommerce marketplace customer service, ensuring timely case resolution and adherence to channel policies
Document support interactions and generate reports as needed
Strive to meet or exceed team performance goals, including response times and customer satisfaction benchmarks
Required Skills & Qualifications

2+ years of customer service experience minimum
Proven customer support experience or experience as a client service representative
Excellent verbal and written communication skills with strong attention to detail
Proficient in utilizing technology for inbound calls, email communication, and case management
Familiarity with CRM software systems and and customer support best practices
Ability to adapt/respond professionally to a wide variety of customer needs and personalities
Strong problem-solving skills with the ability to identify issues, evaluate options, and implement solutions quickly
Highly organized with the ability to multi-task, prioritize, and manage time effectively in a fast-paced environment
Goal-oriented and committed to continuous learning and growth
Preferred Qualifications & Requirements

Experience monitoring and responding to customer reviews across eCommerce platforms
Prior background in eCommerce, retail, or multi-channel customer support
Working knowledge of order management systems, ERP, or other transactional platforms
Interest in, or experience with, lifestyles of health and sustainability
Education

High School diploma or equivalent required
Associate's or Bachelor\'s degree in Business, Communications, or related field preferred (not required)
We offer an encompassing benefits package including Medical, Dental, Vision, 401k, PTO and 8 paid Holidays per year.

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