Customer Experience Representative

Job Responsibilities

• Serve as a primary point of contact for customers across phone, email, live chat, SMS, social media direct messages, web forms, and other supported channels.
• Own customer inquiries from initial contact through resolution, providing clear communication, timely follow-up, accurate documentation, and seamless internal handoffs.
• Troubleshoot and resolve order, payment, delivery, return, refund, engraving, promotion, account, and product-related concerns efficiently and accurately.
• Aid customers with LifeSharp and Warranty-related questions, status concerns, and service issues, coordinating with the teams that complete the physical services when additional support is required.
• Provide confident product guidance and personalized recommendations based on customer needs, use cases, and preferences.
• Conduct proactive outbound outreach in support of customer retention, relationship-building, service recovery, sales campaigns, and other business priorities.
• Identify appropriate revenue opportunities during inbound and outbound interactions, accurately attribute resulting revenue, and balance commercial outcomes with a premium customer experience.
• Process orders, returns, credits, claims, and other approved transactions in compliance with established SOPs, policies, and authorization limits.
• Use Zendesk, Shopify, Microsoft applications, and other customer or business systems to maintain complete and accurate customer, ticket, and transaction records.

Qualifications

• A High School Diploma or GED required; 1-2 years of customer service experience, preferably supporting a premium consumer brand, is preferred.
• Experience working in a high-volume, omnichannel customer service environment is preferred.
• A working knowledge of Zendesk, Shopify, Microsoft Office, or comparable customer service and business platforms is preferred.
• Excellent verbal and written communication skills, with the ability to adapt tone, channel, and level of detail based on customer needs, are required.
• Demonstrated accountability and ownership in managing customer cases, commitments, tasks, and follow-up are essential.
• Strong emotional intelligence and the ability to interpret customer tone, intent, urgency, and unstated needs are necessary.
• The ability to provide product recommendations and discuss sales opportunities in a natural, customer-centered manner is crucial.
• A strong attention to detail and ability to document interactions, process transactions, and maintain accurate records are required.
• Proven ability to collaborate effectively across teams and navigate internal dependencies to reach resolution is important.
• A sound judgment and the ability to apply policies consistently while recognizing when escalation or an exception review is appropriate are needed.
• A growth mindset with openness to feedback, coaching, performance measurement, and continuous learning is beneficial.
• The ability to multitask, prioritize effectively, and adapt to changing customer volume, channel demand, and business priorities is required.