Customer Experience Specialist

Be the voice of our customers and help create exceptional experiences every day.

The Customer Experience Specialist is a key member of our customer support team and serves as a trusted first point of contact for customers. In this role, you’ll provide responsive, knowledgeable support, answer questions, resolve routine issues, and ensure every customer interaction reflects our commitment to exceptional service.

This is an ideal opportunity for someone who is customer-focused, personable, detail-oriented, and eager to build a career in customer experience. You’ll be responsible for accurately documenting customer interactions, following through on requests, and escalating more complex issues to the appropriate team when needed.

Responsibilities

Respond to inbound customer inquiries via phone both inbound and outbound, email, or ticketing systems

Provide accurate information regarding products, services, policies, and procedures

Resolve routine customer issues and complaints in a timely and professional manner

Accurately document customer interactions in CRM systems

Follow established scripts, workflows, and service guidelines

Escalate complex or unresolved issues to higher-level support or supervisors

Meet or exceed individual performance metrics (AHT, quality, adherence, CSAT)

Maintain confidentiality and comply with company policies and regulations

Demonstrate professionalism, empathy, and active listening during all interactions

Handles basic to moderately complex issues

Escalates advanced issues per defined guidelines

Qualifications:

High school diploma or equivalent

Strong verbal and written communication skills

Comfortable navigating multiple systems (CRM/ticketing)

Basic computer proficiency and ability to navigate multiple systems

Customer-focused mindset with problem-solving abilities

Ability to follow instructions and standardized procedures

Ability to work in a fast-paced, high-volume environment

Time management and organizational skills

Preferred Qualifications:

Prior customer service or call center experience

Familiarity with CRM or ticketing systems

Bilingual skills (English/Spanish) a plus

What we offer

Competitive base salary plus performance-based bonus opportunities

Comprehensive medical, dental, and vision coverage

Health Savings Account (HSA) eligibility

401(k) retirement savings plan

Flexible scheduling options to support work-life balance

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