Customer Experience Specialist

Description

Retail Rebel is a fast-paced, rapidly growing company dedicated to delivering exceptional products and services. With multiple locations across the mid-west and southeast, we prioritize innovation, teamwork, and a commitment to excellence. Our integrity, customer focus, and continuous improvement drive everything we do as we expand and evolve in a dynamic market. Join us as we shape the future and create lasting impact.

Salary:  $20.00 - $23.50, Based on Experience

Key Responsibilities: 

As a Customer Experience Specialist, your day-to-day duties may include and are not limited to the following: 

• Serve as the primary point of contact for customer inquiries, concerns, and feedback via email through HelpScout. 
• Provide professional and timely responses to resolve customer issues related to orders, returns, auctions, and general inquiries. 
• Maintain up-to-date knowledge of company products, services, policies, and auction procedures to ensure accurate information is provided. 
• Review and process refund requests efficiently while ensuring compliance with company policies. 
• Troubleshoot and resolve customer complaints with empathy and professionalism. 
• Escalate complex issues as needed while maintaining a customer-focused approach. 
• Gather and analyze customer feedback to identify trends and areas for service enhancement. 
• Collaborate with internal teams to refine and improve customer service processes based on feedback and performance metrics. 
• Educate customers on best practices, policies, and self-service options to improve their overall experience. 
• Track and report on customer interactions, resolutions, and satisfaction levels using CRM tools. 
• Maintain accurate records of customer communication to ensure seamless customer service experience. 
• Be dependable, flexible and treat others with kindness and respect.  
• Management may assign other tasks as needed. 

Requirements

•  Strong written and verbal communication skills. 
• Excellent problem-solving abilities and attention to detail. 
• Ability to work independently while collaborating with internal teams. 
• Empathy, patience, and a customer-first mindset. 
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
• Proficiency in Google Workspace, Microsoft Office, and customer service software. 

Education and Experience:  

• High school diploma or equivalent required; bachelor’s degree in business, communications, or a related field preferred. 
• Minimum of 1-2 years of experience in customer service, retail, or a related role.  
• Experience with HelpScout or other CRM systems is a plus 

Why Join Retail Rebel? 

• Employee Referral Program. 
• (1) week PTO in the first year of full-time employment; and increases thereafter. 
• Medical, Dental, and Vision insurance coverage offered inside of 60 days. 
• 401(k) with 3% Company match after 6 months. 
• Weekly Pay. 

Retail Rebel is an equal opportunity employer and adheres to all federal and state employment laws.