CX Specialist - Temporary
About The Position
The Customer Experience Specialist is a temporary position in which the primary responsibility will be assisting customers inquiries while ensuring the highest standards of customer service. The Customer Experience Specialist must be confident in answering FAQ's in a timely manner through Zendesk, Gmail, live chat, and navigating calls while maintaining a relationship that accurately represents the values and tone of the East Fork brand. Proficiency with Shopify and our WMS software and the collection and organization of customer content from Zendesk will be crucial responsibilities for this position. This position is temporary, and will end effective January 29th, 2027.
Requirements
- Excellent customer service skills
- Comfortable with repetition
- Exceptional written and spoken communication skills
- Comfortable working across multiple communication channels
- Ability to work as part of a team
- Self-reliant and adaptable
- Ability to receive, process, and incorporate feedback
- Flexibility around weekends and holidays, occasionally working “off-hours” if needed
- Strong skill set in using technology and systems efficiently
- Ability to multitask while remaining focused
- Ability to communicate clearly and concisely both verbally and in writing
- Ability to problem solve
- Ability to work a flexible schedule
- Ability to respect and communicate across lines of cultural differences
- Ability to address conflict by assuming positive intent and seeking to understand
- Ability to embrace a mistake without fault
- A commitment to center the active process of self awareness
Responsibilities
- Keeping scheduled hours to answer cases in Zendesk
- Compassionately communicate with customers in a way that accurately represents the mission, values and feeling-tone of the East Fork brand
- Handle customer complaints with grace and compassionate communication, and direct disgruntled customers to upper management when necessary
- Work collaboratively with CX teammates and senior sales team members to generate accurate, on-brand communication
- Work collaboratively with the Fulfillment team for seamless customer order edits, special batch handling requests, replacements, returns, and exchanges
- Implement the proper tagging and tracking for Zendesk communications to aid in team’s key performance indicators data collection
- Scheduled days to assist with customer product reviews and additional collaborative tasks
- Proficiency with Shopify and WMS Software to view inventory levels, assist with returns/exchanges, order replacements, and assist customers with tracking progress
- Practice proper phone etiquette and be available for customer calls through our phone system
- Practice proper chat etiquette and be available for live customer inquiries through chat
- Extra availability during launch and sales moments, high traffic moments, and the holiday season
- Be able to speak knowledgeably about every product we carry, both pottery and third-party goods
- Demonstrate selling and product knowledge strategies to determine the customer's needs and offer suggestions or alternatives
- Build genuine, lasting relationships with customers via quality interpersonal interactions
- Have a good working knowledge of the technical aspects of our operation as it applies to customer inquiries
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
