Customer Experience Specialist

Reporting to: Senior Manager, Engagement & Customer Service
Department: Ecommerce/Customer Experience
Location: NYC Hybrid 4 Days in Office
Pay Rate: $22.00/hr

Job Description:
We are seeking a dynamic and motivated Customer Experience (CX) Specialist to join our growing team! The ideal candidate will have a passion for delivering exceptional customer service, a keen understanding of customer needs, and the ability to drive positive customer interactions. As a CX Specialist, you will play a crucial role in enhancing customer satisfaction, loyalty, and overall brand experience.

Job Duties & Responsibilities:
Customer Engagement:

• Proactively engage with customers through various channels, including email, chat, and phone, to ensure a positive customer experience.
• Respond promptly to customer inquiries and resolve issues effectively, demonstrating a strong commitment to customer satisfaction.

Product Knowledge: 

• Develop a deep understanding of our products and services to provide accurate information and support to customers.
• Stay informed about product updates, features, and industry trends to better assist customers.

Problem Resolution:

• Identify and address customer concerns, escalating issues as necessary to ensure timely resolution.
• Work collaboratively with cross-functional teams to find solutions and prevent recurring problems.

Customer Feedback:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Collaborate with the product and marketing teams to communicate customer feedback and contribute to product/service enhancements.

Documentation and Reporting:

• Maintain accurate and detailed records of customer interactions, feedback, and resolutions.
• Generate regular reports on customer satisfaction metrics and key performance indicators.

Process Improvement:

• Contribute to the continuous improvement of customer support processes and procedures.
• Propose and implement initiatives to streamline workflows and enhance the overall customer experience.

Training and Development:

• Stay current with industry best practices and participate in ongoing training to enhance skills and knowledge.
• Share insights and knowledge with team members to foster a collaborative and learning-oriented environment.

Expectations & Qualifications:

• Must be able to work from NYC office Mondays, Tuesdays, Wednesdays, and Thursdays.
• Bachelor's degree in Business, Marketing, or a related field.
• 1-2 years of experience in a customer-focused role, preferably in customer support or customer success.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a proactive approach to customer service.
• Familiarity with customer relationship management (CRM) systems.
• Ability to work effectively in a fast-paced and dynamic environment.