Customer Experience Representative

GOOD RANCHERS•Friendswood, TX

About The Position

Good Ranchers delivers high-quality, American-sourced meat straight to customers’ doors with a mission to support U.S. farmers and bring people back to the table. We pride ourselves on exceptional service, personal connection, and delighting customers in every interaction. The Customer Experience team plays a critical role in creating moments of surprise, delight, and loyalty—ensuring every touchpoint enhances the customer journey. As a Customer Experience Representative, you will be the first voice our customers hear—someone who listens with empathy, communicates with clarity, and creates meaningful connections. This role focuses on assisting with account updates, order inquiries (WISMO), and resolving general customer concerns with accuracy and care. You will ensure every interaction leaves the customer feeling confident, supported, and genuinely valued.

Requirements

Prior customer service or call center experience preferred
Strong verbal communication and active listening skills
Strong written communication skills for potential email follow-up with customers
Ability to remain calm and solution-focused in high-pressure situations
Experience with CRM tools (Shopify, Kustomer, Dialpad preferred)
Detail-oriented, dependable, and customer-focused

Nice To Haves

Associate degree or coursework in Communications, Business, or related field preferred
Customer service certifications are a plus
Chat support experience is a plus

Responsibilities

Deliver connection-driven service aligned with Good Ranchers’ voice and values
Handle inbound calls with efficiency, empathy, and professionalism
Assist with account updates (address changes, order placement, subscription management)
Provide accurate order updates, tracking support, and delivery insights
Promote subscription benefits and 100% American-sourced products
Resolve customer concerns using pre-approved solutions (refunds, replacements, credits)
Create “wow moments” by anticipating customer needs and exceeding expectations
Escalate complex issues appropriately with clear documentation and follow-up
Accurately document all customer interactions in CRM systems
Assign call reason dispositions on 100% of contacts
Handle compliance-related requests with urgency and accuracy
Identify trends, common issues, and opportunities for improvement
Meet and maintain performance KPIs (AHT, CSAT, Adherence, etc.)
Participate in training, coaching, and continuous improvement initiatives
Perform additional duties as assigned