Customer Experience Specialist

Criteria for Clickstop's internal hiring process:

• Employee has been employed with Clickstop for at least 6 months.
• Employee is Engaged.
• Employee is meeting the expectations of their current role.
• Employee is in good standing as defined by not currently under formal discipline and has not received formal discipline in the prior 90 days.  
• Employee and their current manager have discussed the opportunity prior to applying. 
  
  

What to expect during the internal hiring process:

Within three business days of submitting your application, you can expect the following: 

1. Your current manager will receive a notification from Greenhouse prompting them to complete a scorecard evaluating your engagement and performance in your current role. 
2. Your current manager and the Talent Acquisition Specialist (TAS) will meet to discuss the details of the scorecard, and it will be determined if we will proceed with your application.
• If we choose to proceed, you will receive an email from the TAS notifying you that we will be proceeding with your application and it will include a scheduling link to set up time with the open role’s hiring manager 
• If we choose not to proceed, you will meet with your manager to discuss why we will not be proceeding with your application at this time.  

Note: For remote work, internet speeds of 20 mbps are required. 
Permanent residence must be in one of the following states: Iowa, Alabama, North Carolina, South Carolina, Pennsylvania or Florida.

 

This role is remote and hybrid capable. Active employees are encouraged to apply.

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We’re looking for a motivated, customer-focused professional to join our team as a Customer Experience Specialist for Pepper Joe's. In this role, you’ll be the first point of contact for our customers across multiple sales channels. You’ll provide exceptional service with a focus on one-touch resolution, manage order-related communications, and help maintain a positive brand reputation. When customer inquiries are light, you’ll contribute to special projects that enhance our website and improve the overall customer experience. 

 

"If you are ready to work in an environment where you are allowed the freedom and responsibility to act like an owner, and have a passion for helping customers, you won't regret joining Clickstop!" - Tammy, Current Employee 

  

Key Responsibilities

• Respond promptly to phone calls, emails, and platform messages across all sales channels, including Etsy, Shopify, NetSuite, and Amazon. 
• Deliver excellent customer service with a focus on resolving issues in a single interaction whenever possible. 
• Monitor and manage customer reviews, ensuring timely and professional responses. 
• Oversee order management, tracking, and updates across multiple platforms. 
• Contribute to special projects during downtime, such as updating website content to provide helpful resources and improve the customer journey. 
• Engage in the training and onboarding of new team members, offering coaching and accountability aligned with quality standards. 
• Actively participate in cross-departmental initiatives to strengthen the customer experience, including monitoring carrier exceptions, managing claims, and providing proactive updates on order status. 

Qualifications & Skills 

• Strong verbal and written communication skills with a professional, friendly tone. 
• Results-oriented mindset- balances delivering quality service with achieving business goals. 
• Proven ability to manage multiple communication channels efficiently. 
• Experience with online sales platforms such as Shopify, Etsy, Amazon, and/or NetSuite. 
• Strong problem-solving skills with accuracy, thoroughness, and a one-touch resolution approach. 
• Excellent organizational skills and attention to detail. 
• High accountability- takes ownership of work, meets deadlines, and follows through on commitments. 
• Ability to prioritize and manage multiple tasks in a fast-paced environment. 
• Proficiency with basic computer applications (Microsoft Office). 
• Comfort with learning and adapting to new software tools. 
• Proactive mindset- looks for opportunities to improve processes and create a positive impact without waiting for direction. 
• Resilient and adaptable when priorities shift or challenges arise. 

 

What success looks like in this role:  

Success is marked by consistent delivery of exceptional service and sales outcomes, a deep understanding of quality control practices, and the ability to drive meaningful change. Customers are highly satisfied and loyal, referring others and asking for you by name. Internally, this role actively contributes to building an engaged, improvement-focused culture that aligns with company goals and upholds Clickstop’s standards of excellence. 

 

Your work environment & position details: 

• Environment: On-Site, equipment provided; flexible hours as needed 
• Physical Demands: Primarily sedentary with some product handling 
• Required Education & Experience: Previous experience in customer service or quality control preferred 

  

What Clickstop provides:  

• The opportunity to pursue your best self (as an employee, parent, partner, citizen, etc.) We believe coming to work shouldn’t be transactional, but instead should be a purpose-driven experience. 
• An entrepreneurial environment where opportunities are endless for those who seek them. 
• Recognition for personal, team, and company accomplishments, because Clickstop’s success is a reflection of your engagement and excellence. 
• Professional and personal development opportunities. 
• We offer great benefits, a competitive compensation package, and a generous amount of time off. But what truly sets us apart is how we work and the environment we work in! 
• Full-Time benefits include:  
  • Health Insurance ($0 Premium Option) 
  • Dental & Vision Insurance 
  • 401K Match 
  • PTO, Paid Holidays, Wellness PTO, and Volunteer Time Off 
  • Life and Disability Insurance 
  • ESOP – After one full year of service and minimum hour requirement is met 
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This role is an onsite position, reporting to Urbana, Iowa, 22.5 miles from Cedar Rapids, Iowa direct route via 380 N.
Employment is contingent upon the completion of a satisfactory background check. 
Must be authorized to work in the United States.
Clickstop is an Equal Opportunity Employer.