Customer Experience Specialist

This is a fully remote position, open to applicants in Washington.

📋 Description

• Assist customers across various brands through phone, email, web forms, and live chat.

• Deliver accurate, timely, and friendly responses within a call-center setting.

• Address inquiries related to knitting, crochet, and quilt patterns.

• Process orders and modify account information using internal systems.

• Monitor shipments and clarify return procedures.

• Craft clear and thoughtful email responses that reflect the brand's voice.

• Collaborate with colleagues and other departments to resolve customer concerns.

• Undertake special projects or additional responsibilities as required.

• Familiarize yourself with the product offerings across 7+ brands and practice order entry during training.

• Independently troubleshoot common issues such as shipping inquiries, order placements, returns, and promotions.

• Manage complex tickets, apply exceptions, and provide well-researched, personalized responses.

⛳️ Requirements

• Minimum of 2 years of direct customer service experience, ideally via phone/email.

• Strong proficiency in computer skills and web navigation; quick to learn new systems.

• Competence in Microsoft Office applications.

• Exceptional written communication skills with a strong grasp of spelling, grammar, and detail orientation.

• Knowledge of knitting, crochet, or quilting products is advantageous.

• Ability to read patterns is a plus.

• Collaborative, flexible, and adept at multitasking in a dynamic environment.

• Experience with Zendesk or similar customer service tools is preferred.

• Familiarity with NetSuite, Shopify, or other order management systems is preferred.

• Advanced knowledge in knitting or crochet, with the capability to explain or teach patterns is preferred.

• Availability for Saturday–Wednesday, from 8:30 a.m. to 5:00 p.m. PT.

🏝️ Benefits

• A variety of medical, dental, and vision plan options available after 30 days, with company contributions to premium costs.

• Healthcare Savings and Flexible Spending Accounts.

• Company-sponsored Life, Short and Long-Term Disability, and worldwide travel assistance benefits.

• Optional life and income replacement plans.

• 401(k) Retirement Savings Plan with Employer Match.

• Paid time off and holiday compensation.

• Employee discounts at all Local Crafts companies.

• Fully remote work environment.

• Consistent full-time schedule.

• Exposure to diverse craft brands and customer needs.

• Opportunities to enhance skills in customer service and the craft industry.