Customer Experience Representative

Young Living Essential Oils•Brampton, ON

2d•Onsite

About The Position

The Customer Experience Representative serves as the first point of contact for customers and Brand Partners, ensuring a seamless, welcoming, and knowledgeable experience across all touchpoints. Based in the Experience Centre, this role supports inquiries related to products, accounts, and orders through in-person interactions, phone, email, and chat. The ideal candidate is a proactive problem solver with strong interpersonal and organizational skills, committed to delivering exceptional service and contributing to the overall customer journey and brand loyalty.

Requirements

Excellent verbal and written communication skills.
Strong interpersonal skills with active listening abilities.
Proficiency in customer service tools and CRM platforms (e.g., OMS, Microsoft Outlook).
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Strong problem-solving skills and keen attention to detail.
Empathy, patience, and professionalism when supporting diverse customer needs.
Tech-savvy and comfortable navigating multiple digital communication platforms.
High school diploma or equivalent.
At least 1 year of experience in a customer service or support role.
A combination of education and relevant professional experience may be considered to meet the minimum qualifications.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Communications, Marketing, or a related field.
2+ years of customer service or customer experience in a call center, retail, or support environment.
Experience working in a team-oriented, customer-facing role.
Familiarity with customer experience principles and customer journey mapping is a plus.

Responsibilities

Greet and assist customers and Brand Partners visiting the Experience Centre, offering product education and personalized recommendations while encouraging hands-on engagement with products.
Provide prompt, professional support across multiple channels for inquiries related to accounts, orders, and products.
Maintain a clean, organized, and visually appealing Experience Centre by replenishing stock and maintaining product displays.
Sign in visitors, assist with facility navigation, and provide support with Training Room bookings.
Accurately document all customer interactions and feedback in CRM and support systems.
Resolve customer concerns with empathy, efficiency, and a focus on long-term satisfaction.
Collaborate with internal teams to resolve complex issues and escalate when necessary.
Provide insights and feedback from customer interactions to support continuous improvement in service delivery.
Stay up to date on company policies, promotions, product knowledge, and system changes to ensure accurate and current information is shared with customers.
Meet or exceed performance metrics, including response time, customer satisfaction, and issue resolution.
Consistently represent the Young Living brand in a professional, positive, and values-aligned manner.