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Customer Experience Coordinator

New Jersey

Little Words Project is seeking to hire a Customer Experience Coordinator responsible for responding to customer service inquiries through various channels. The ideal CX Coordinator has knowledge of and experience with complex customer inquiries. We're seeking a quick learner with a customer-first, service-oriented mindset - someone with a background in customer service. The role requires someone with a sharp mind and an ability to work quickly, excellent communication skills, and patience.

Responsibilities 

  • Ensure that LWP customers have a positive experience and are satisfied with the products or services they receive.
  • Respond to customer inquiries via telephone, email, and live chat
  • Handle complex customer service situations
  • Providing transparency for the customer and they know what to expect
  • Build relationships with customers that help to retain customers and reduce customer complaints.
  • Identify areas for improvement and achieve set key performance indicators
  • Collaborate with CX Director to develop action plans
  • Coordinating with other departments to ensure a positive customer experience
  • Track customer feedback
  • Analyzing data to identify trends and insights

Qualifications 

  • Past work experience as a CX representative or similar role
  • Experience with CX systems (such as Gorgias, Loop, Shopify, etc.)
  • Driven and hard-working
  • Ability to take direction and multi-task
  • Effectively manage time and prioritize tasks.
  • Ability to think on feet and make quick decisions.
  • Ability to de-escalate and resolve conflict
  • Excellent communication skills
  • Passion for learning, sharing LWP's core values, including positivity and kindness
  • Flexibility to shift schedule and work overtime as needed by the business unit
  • Hours for this position are Monday - Friday 2pm-10pm

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