Customer Experience Specialist

Downeast•Logan, UT

9d•Hybrid

About The Position

Downeast is looking for a self-motivated, quick-thinking Customer Experience Specialist to join our team for 10 hours per week. In this role, you will be the primary point of contact for our online customers and our retail store associates, resolving problems quickly and keeping daily operations running smoothly. The position requires someone who learns software quickly, makes good judgement calls independently, and stays focused while working on their own.

Requirements

1+ years of customer service experience (e-commerce or retail support preferred).
Quick to learn new software and comfortable using Microsoft Office/Teams and Shopify (or similar e-commerce tools).
Able to make fast, fair decisions on your feet with minimal supervision.
Clear, warm, and professional written communication for chat/email, and a friendly, efficient phone manner for store associates.
Able to stay productive, focused, and organized during computer shifts.

Responsibilities

Provide timely, high-quality responses to customer inquiries via email and live chat regarding order tracking, returns, gift card transfers, order corrections, and product questions.
Answer calls and chats from retail store associates needing immediate help with complex returns, pricing discrepancies, point-of-sale issues, or stock checks.
Proactively learn our product lines (including fit, materials, care, and stock availability) to answer questions accurately and offer recommendations with confidence.
Accurately process transactions within Shopify, ticketing software, and Microsoft applications (Teams, Outlook).
Apply company policies thoughtfully to solve customer issues, balancing customer satisfaction with company policy without needing step-by-step guidance.
Work alongside our e-commerce and retail store teams to flag recurring issues and help refine support workflows.