Customer Experience Specialist - Tier I

Knitwell Group

7d • Remote

About The Position

The Customer Experience Specialist handles KnitWell Group omnichannel customer contacts, including phone calls, chats, texts, and emails, to provide sales and service support. The role builds engaging customer relationships through product knowledge and personal service, manages inquiries completely and accurately according to company standards, and supports business objectives. The Specialist also follows secure payment-data practices and maintains the confidentiality of company and customer information.

Requirements

• High school diploma or GED.
• 1–3 years of customer service experience.
• Excellent verbal and written communication skills, including the ability to communicate clearly with customers with minimal need for clarification.
• Strong computer proficiency in Microsoft Office and adaptability to company-provided technology.
• Outstanding interpersonal and relationship-building skills.
• Strong follow-up and problem-resolution abilities.
• Ability to multitask effectively in a fast-paced environment.
• Excellent organizational and communication skills.
• Ability to work independently, adhere to a structured schedule, and manage daily tasks with minimal supervision.
• Flexibility to work nights and weekends based on business needs.
• Remote employees must have an internet connection of at least 100 Mbps.

Nice To Haves

• Retail and contact center experience.

Responsibilities

• Enthusiastically answer a high volume of incoming customer contacts.
• Use customer service skills to optimize each customer interaction.
• Identify and resolve customer inquiries, complaints, and problems to ensure satisfaction.
• Educate customers about products, services, promotions, and special campaigns, and pursue appropriate up-sell and cross-sell opportunities.
• Maintain accurate customer data and document interactions.
• Schedule, assign, or follow up on inquiries according to Customer Service Guidelines.
• Suggest process improvements and participate in customer service initiatives.
• Use technology tools effectively within established guidelines.
• Maintain the confidentiality of company and customer data.
• Participate in individual and team training and meetings to stay current on knowledge and best practices.
• Follow PCI compliance standards, capture only the minimum necessary payment information, use established scripts and secure processes, and comply with routine monitoring.
• Escalate issues requiring further resolution or indicating systemic problems to management.
• Act with integrity, transparency, and respect in customer interactions.
• Complete miscellaneous and specialized tasks to improve customer satisfaction and meet center performance goals.

Benefits

• Merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for individual development and career mobility within the family of brands.
• Local volunteer opportunities, an annual donation and volunteer match for eligible nonprofit organizations, and philanthropic activities supporting communities.
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Employee Assistance Program (EAP).
• Paid time off and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED