Customer Experience Specialist (Remote)

Customer Experience Specialist (Full Time)

The Customer Experience Specialist drives loyalty and brand advocacy by creating memorable experiences with consumers through content and online engagement programs that are both entertaining and educational on the benefits of Natural Non-toxic Skincare. Ideates and creates content that reflects and responds to the “voice of the consumer”. Engages with customers and potential customers via email and social media, providing clear, intentional, and enriching interactions. Provides a leadership attitude on the CX team and is available for troubleshooting and support for other members of the CX Team, Shipping Team, and Digital Marketing Team.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

Functions, duties, and responsibilities necessary to accomplish the main objective of the job, but not limited to: KEY TASKS:

● Supports the consumer conversation in email, live chat, and website Q&A/reviews, when needed. ● Provides each customer with a transformational experience while always displaying exceptional follow-through

○ Demonstrates extensive knowledge of Primally Pure products and brand while educating customers and team members accordingly

○ Prioritizes messages/comments accurately based on the level of urgency and responds in less than 24 hours, resolving customer questions or concerns thoughtfully and thoroughly

● Provides leadership within the CX team

● Participates in content brainstorms by sharing consumer feedback, trends and best-in-class examples to deepen the relationship with our community. Contributes ideas and copy/video for ongoing content series.

● Contributes to ongoing reporting for marketing performance reviews, reshipment reporting, consumer insights and CX performance stats.

● Meets weekly with CX Manger for 411/performance check-ins and goal-setting

● Participates in weekly CX Team Meeting to touch base and report on any trends

● Maintains close communication with the CX Manager to report any stock issues on the website, product issue trends, restock timelines and any other relevant information

● Supports social media team to help answer questions as needed

● Maintains personal time card and requests edits/corrections as needed before payroll close

● Additional responsibilities and special projects as deemed necessary and reasonable

EDUCATION AND EXPERIENCE REQUIREMENTS

● Bachelor’s degree preferred or comparable experience

● 3 years of experience in customer/client service and/or social media

● Proficiency using Google Docs, Google Sheets

● Preferred: An interest in natural products and lifestyle

● Preferred: experience with Shopify and any other e-commerce platforms

● Demonstrated track record of leadership skills

● Process improvement oriented

QUALIFICATIONS

● Ability to work with individuals at all levels.

● Highly organized and motivated with the ability to constantly multi-task in a fast-paced environment ● A high degree of professional ethics

● Comfortable guiding others toward making sound business choices

● Strong time management and priorities management

● A remote working environment that’s conducive to focus during work hours

Working Conditions

Physical working conditions, percentage of travel, hours, etc.

● Frequently required to stand, walk and utilize hand and finger dexterity

● Prolonged periods sitting at a desk and working on a computer

● May be required to lift up to 25lbs

● Available for an early morning start time of 6am PST as well as weekends and evenings seasonally

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Customer service: 2 years (Required)

Work Location: In person

Salary : $22 - $24