Customer Experience Specialist

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

📋 Description

• Manage personalized inbound and outbound communications via phone, SMS, email, and chat.

• Establish rapport with customers while fostering positive and professional relationships.

• Become knowledgeable about Spot & Tango products, services, and internal systems.

• Deliver prompt and effective customer support.

• Relay customer feedback to CX Managers and cross-functional leaders.

• Champion service enhancements, streamlined processes, and improved customer experiences.

• Address sensitive and complex customer interactions.

• Initiate new strategies aimed at boosting sales and customer retention.

⛳️ Requirements

• At least 1 year of experience in a contact center or call center environment, or a related field.

• Experience in direct-to-consumer subscription businesses or the pet industry is advantageous.

• Exceptional written and verbal communication abilities.

• High level of comfort interacting with customers over the phone.

• Capability to quickly establish rapport with individuals.

• Strong problem-solving skills combined with the ability to think on your feet.

• Demonstrated proficiency in de-escalating unhappy customers and converting them into satisfied advocates.

• Willingness to learn, grow, and enhance professional capabilities.

• Resilience and a positive demeanor in customer-facing situations.

• Capacity to excel in a fast-paced setting while managing multiple priorities.

• Belief in customer service as a key factor for growth and brand differentiation.

• A love for dogs is a plus.

• Weekend availability may be required.

🏝️ Benefits

• Competitive hourly wage.

• Comprehensive benefits package.

• Full-time schedule of 40 hours per week.