What are the responsibilities and job description for the Customer Experience Specialist position at Revlogical LLC?
Description:
Shift Hours:
- Monday through Friday, 7:30am to 4:00pm
Key Responsibilities:
As a Customer Experience Specialist, your day-to-day duties may include and are not limited to the following:
- Serve as the primary point of contact for customer inquiries, concerns, and feedback via email through HelpScout.
- Provide professional and timely responses to resolve customer issues related to orders, returns, auctions, and general inquiries.
- Maintain up-to-date knowledge of company products, services, policies, and auction procedures to ensure accurate information is provided.
- Review and process refund requests efficiently while ensuring compliance with company policies.
- Troubleshoot and resolve customer complaints with empathy and professionalism.
- Escalate complex issues as needed while maintaining a customer-focused approach.
- Gather and analyze customer feedback to identify trends and areas for service enhancement.
- Collaborate with internal teams to refine and improve customer service processes based on feedback and performance metrics.
- Educate customers on best practices, policies, and self-service options to improve their overall experience.
- Track and report on customer interactions, resolutions, and satisfaction levels using CRM tools.
- Maintain accurate records of customer communication to ensure seamless customer service experience.
- Be dependable, flexible and treat others with kindness and respect.
- Management may assign other tasks as needed.
- Strong written and verbal communication skills.
- Excellent problem-solving abilities and attention to detail.
- Ability to work independently while collaborating with internal teams.
- Empathy, patience, and a customer-first mindset.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficiency in Google Workspace, Microsoft Office, and customer service software.
Education and Experience:
- High school diploma or equivalent required; bachelor’s degree in business, communications, or a related field preferred.
- Minimum of 1-2 years of experience in customer service, retail, or a related role.
- Experience with HelpScout or other CRM systems is a plus.
Why Join Retail Rebel?
- Employee Referral Program.
- (1) week PTO in the first year of full-time employment; and increases thereafter.
- Medical, Dental, and Vision insurance coverage offered inside of 60 days.
- 401(k) with 3% Company match after 6 months.
- Weekly Pay.
Retail Rebel is an equal opportunity employer and adheres to all federal and state employment laws.
